Customer Service Supervisor - Weekend Lates

Job Title Customer Service Team Leader Role Overview Would you like to join a truly international, talent driven company that values Safety, Ethics, Quality, Innovation and Employee Opportunity? Otis is growing and we are recruiting a Weekend Lates Supervisor working within our Contact Centre based in Leicester. The hours of work will be 3pm-7pm Saturday and Sunday. On a typical day you will: Manage team performance ensuring quality customer call handling and prompt dispatch of engineer calls achieving contracted client KPIs Prepare cover rotas for all UK regions taking remedial action where required Monitor notes added to the CRM system by agents for quality and accuracy Conduct agent 1-2-1 meetings on a regular monthly basis giving feedback and support where required Act as an escalation interface for field colleagues and on-call managers Identify areas of improvement within the existing way of working and implement following necessary discussion What you will need to be successful You are passionate about excellent customer service You have excellent written and verbal communication skills You are a team-player and are able to work under pressure to deliver business commitments Whats In it For Me / Benefits You will receive a long-term employment contract with the world market leader in a crisis-proof industry. We offer you remuneration in accordance with local standards plus benefits. We will train you intensively in the areas of technology, processes & soft skills and you can exchange ideas with experienced colleagues at any time. With strong performance, you will have the opportunity to grow in this role to build a career at Otis. Apply today to join us and build whats next ADZN1_UKTJ

Location: Leicester, GB

Posted Date: 1/15/2025