Commercial Call Centre Supervisor RECYCLING Open to External Competition Our Recycling Business Unit currently has a need for a Commercial Call Centre Supervisor on an permanent basis. The role will be based in Drogheda and will report to the Commercial Customer Service Manager. The successful candidate will be responsible for Execute excellent customer service in line with the company's best practices, policies and procedures. Role Specifics: Job Title: Commercial Call Centre Supervisor Business Unit: Recycling Reporting to: Commercial Customer Service Manager Location: BNM Drogheda Duration: Permanent Apply on or before: 3rd September 2024 HR Contact: Robyn Lynch Eligibility: Open to External Candidates The Role: The main duties and responsibilities of the role will include the following: Lead a team of commercial call center agents to deliver outstanding customer experiences and promptly resolve calls, queries, and issues, ensuring customer retention and achieving sales targets. Enhance the efficiency and productivity of the agents' work. Ensure adherence to agreed call answering SLAs and call standards to maintain customer satisfaction and retain contracts annually. Oversee the quality of customer interactions and implement best practices to provide high-quality service, increasing customer satisfaction and loyalty. Manage all call center administration, including IT issues, escalations, onboarding new agents, and ensuring the availability of equipment for smooth office operations. Implement processes and technologies to improve workflow, reduce wait times, and enhance overall efficiency. Prepare and manage communications with commercial customers to inform them of any changes to collection days, routes, times, and disruptions, ensuring smooth operations and maintaining customer service levels. Coordinate actively with depots on the availability of equipment and personnel to ensure the smooth allocation and delivery of customer orders. Support the sales team by assisting with customer queries and sales administration, maximizing the sales team's time on the road and selling. Participate proactively in the performance management process to achieve both personal and team objectives. All employees are expected to fully cooperate with all measures taken by the company to ensure the health, safety, and welfare of co-employees and the public. The Person: The ideal candidate will possess the following qualification, skills, knowledge, and attributes. NFQ Level: 6 or higher Experience: Minimum of 3 years in a call centre Waste industry experience is an advantage Management Lev: Supervisory experience Technical Skills: Proficiency in MS Suite, CRM, and Good Written and Verbal English essential. If you wish to be considered, simply click Apply on the job advert. Bord na Mna is an equal opportunities employer. Skills: Leadership Team Player Attention to detail
