Contact Centre Supervisor

Contact Centre Supervisor
  • Full Time
  • Cardiff

Hours: 37.5 Core hours (evenings and weekends as required)
Location: Nantgarw
Salary: £20,000

Supervisors must be able to act in the capacity of a Customer Service Advisor whilst working with their Team Leaders to ensure effecting running of the contact centre and supporting in areas such as mentoring, induction and training as required.

Supervisors must be highly knowledgeable about the service or services they deliver on behalf of our clients, hold excellent quality records themselves and act as any manager within the business would with regards to leading by example with their behaviours and professionalism.

You will be required to:
• Continue with existing Customer Service Adviser role as required
• Work closely with the Team Leaders to ensure effective management of workflow and employee deployment within the contact centre
• Ensure that effective, efficient advice and support service is delivered
• To supervise and support contact centre staff and deputise as required
• Support Team Leaders in service delivery and in compliance with contracted SLA’s

Main duties and responsibilities

• In negotiation with the Team Leader, manage time effectively to enable the additional tasks to be completed without impacting on service level
• Support all team members to take responsibility and to achieve a high-quality work
• Ensure continuous service improvement, initiating, facilitating and responding to change in a proactive and positive manner
• Establish and monitor standards, processes, communications, training and systems to ensure all health and safety requirements in the contact centre are met
• Lead by example with regards to behaviours acting professionally at all time and driving Connect Assist’s culture
• Operate within and as a driver of a diverse, inclusive and supporting environment
• Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required e.g. PCI, GDPR, ISO 27001, 9001 and 14001

Skills and experience

• Good standard of education
• At least 2 years contact centre experience
• Experience delivering a telephone and/or online based service
• Supervisory experience
• IT literate with full working knowledge of MS Office
• Coaching & developing staff
• Delivering customer focused services
• Excellent communication and interpersonal skills
• Sound decision making


To all Business Management Systems, including but not limited to:
• ISO 9001 Quality Management System
• ISO 14001 Environmental Management System
• ISO 27001 Security Management System

For immediate consideration or to find out more send us an upto date CV today

    Or apply via email

    To apply for this job email your details to

    Back to our team