Sheehy Motor Group is currently inviting applications for a dynamic Call Centre Supervisor to grow the company’s volume and revenue in line with agreed plans. As a Call Centre Supervisor, you will be responsible for overseeing and managing the day-to-day operations of the call centre team. You will lead a team of customer service representatives, ensuring they meet performance targets, provide excellent customer service, and adhere to established policies and procedures. The Call Centre Supervisor will play a key role in optimising productivity, fostering a positive work environment, and driving continuous improvement within the call centre. This is an excellent opportunity for a motivated individual to develop and progress their career with a company that rewards hard work and dedication.

Key Responsibilities:

Team Leadership:

• Lead and motivate a team of customer service representatives.
• Conduct regular team meetings to communicate updates, address concerns, and provide training.
• Foster a positive and collaborative team culture to enhance overall morale and performance.

Performance Management:

• Set performance targets and key performance indicators (KPIs) for the team.
• Monitor individual and team performance, providing constructive feedback and coaching as needed.
• Implement strategies to improve efficiency and meet service level agreements (SLAs).

Training & Development:

• Identify training needs and coordinate training sessions for new and existing team members.
• Ensure that team members are equipped with the necessary knowledge and skills to excel in their roles.

Quality Assurance:

• Monitor and evaluate customer interactions to ensure high-quality service delivery.
• Implement and maintain quality assurance standards, providing feedback and coaching for improvement.

Process Improvement:

• Collaborate with other departments to identify opportunities for process improvement.
• Implement changes to streamline workflows and enhance overall efficiency.

Customer Service:

• Address escalated customer concerns and provide resolution in a timely and professional manner.
• Ensure that the team maintains a customer-centric approach in all interactions.

Reporting and Analysis:

• Generate regular reports on team performance, highlighting key metrics and trends.
• Analyse data to identify areas for improvement and develop action plans accordingly.

Compliance:

• Ensure that the team adheres to company policies, procedures, and regulatory requirements.
• Stay updated on industry best practices and implement necessary changes to maintain compliance.

Communication:

• Effectively communicate with other departments and management to address issues and provide updates.
• Act as a liaison between front-line staff and upper management.

Qualifications and Skills:

• Bachelor's degree preferably.
• A minimum of 3/4 years' aftersales experience within the Irish motor industry and/or proven supervisory experience in a call centre environment.
• A minimum of 3-4 years in a supervisory or managerial role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to use data to drive decision-making.
• Familiarity with call centre technologies and software.
• Ability to work in a fast-paced and dynamic environment.
• Problem-solving and decision-making capabilities.
• Customer-focused mindset with a commitment to delivering high-quality service.

The Call Centre Supervisor will play a crucial role in ensuring the overall success of the call centre by leading and supporting a high-performing team dedicated to providing exceptional customer service.

Job Type: Full-time

Pay: €34,000.00-€40,000.00 per year

Benefits:

• Bike to work scheme
• Company events
• Employee assistance program
• Employee discount
• On-site parking
• Sick pay
• Store discount
• Wellness program

Application question(s):

• Do you have Aftersales Service experience within the Motor Industry?

Education:

• Bachelor's (preferred)

Experience:

• Supervisory : 3 years (required)

Licence/Certification:

• Irish Drivers Licence (required)

Work authorisation:

• Ireland (required)

Work Location: In person