Customer Service Agent Team Supervisor

Agent Team Supervisor – Heidelberg Materials_Purpose of the Role_ Working closely with the Agent Team Manager and the other Agent Team Supervisors, you will be responsible for leading, developing and motivating a team of between 10 -15 Customer Service Agents to meet our business goals and objectives and helping the wider Customer Service team to build strong engagement and a quality customer experience. Leadership And Performance_A day in the life:_

• Lead, manage, and support team members to consistently achieve performance targets.
• Foster individual development and motivation.

Team Synergy And Morale

• Maintain team cohesion and morale to achieve Hanson’s business goals.
• Promote a positive work environment.

Coaching And Mentoring

• Provide on-the-job coaching and mentoring.
• Set clear goals, offer constructive feedback, and create learning opportunities.

Celebrating Success

• Cultivate a culture of high performance.
• Celebrate achievements.

Customer Issue Resolution

• Serve as a point of contact for Customer Service Agents.
• Escalate and resolve difficult customer issues promptly.

Effective Communication

• Handle customer calls and manage order functions.
• Drive best practices across the agent team.

Leading By Example

• Demonstrate self-management and positive influence.
• Act as a role model, embodying Heidelberg Materials’s values.

Knowledge And Experience

• Proven ability to lead a team to achieve goals and build mutually rewarding relationships among team members
• An ability to influence, develop and coach ensuring the delivery of a positive and engaged customer experience
• Demonstrated experience in people leadership
• Demonstrated ability to quickly and effectively identify trends and opportunities
• Sound judgment skills with the ability to interpret evaluate and disseminate information
• Great organisational & problem-solving skills
• Ability to create winning team cultures that fosters growth, development and high performance
• Leadership experience in a call centre is highly valued, especially when combined with familiarity in working with call centre AI technologies

Our Perks An attractive salary along with a comprehensive structured induction training program is provided to new team members. After successfully completing the probationary period, a quarterly bonus, along with ongoing training, development and global career opportunities are just some of the benefits you will receive as part of the Heidelberg Materials Customer Service Centre team.