Weekday Late Supervisor

Customer Service Team Leader

Competitive Salary + Pension + Benefits

If you live in a city, chances are we give you a lift or play a role in keeping you moving every day. Otis is the world’s leading manufacturer, installer and servicer of elevators, escalators and moving walkways.

Every day we move more than 2 billion people. Our current focus more than ever, is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are looking for a Customer Service Team Leader to work within our Contact Call Centre in Leicester.

What’s on offer;

• You’ll be offered top-class, in-house training giving you the knowledge and tools to deal with a wide range of queries.  
• An insight into a highly technical field, giving you the chance to get your foot in the door with a global company that put you at heart of our business. We’ll ensure you’re the best you can be through personal and professional development, hopefully leading to internal moves.
• A dedicated weekend shift pattern, allowing you the opportunity to gain exposure to a high volume call centre, whilst studying, Ideal for students.

You’re day to day.

• Manage team performance ensuring quality customer call handling and prompt dispatch of engineer calls achieving contracted client KPI’s
• Prepare cover rota’s for all UK regions taking remedial action where required
• Drive engineer safety through our “All Safe” system at all times
• 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’ll need:

• Strong communication skills, both verbally and written.
• Great coaching, mentoring and Leadership experience, ideally within a busy call centre.
• Proven experience dealing with a high workload, able to work both proactively and reactively to resolve external complaints.
• Great customer services skills, weather gained within the hospitality or retail sectors. As long as you can understand, empathies and provide a customer focused journey.
• Have a “right first time” mentality, looking to go above a beyond to rectify technical issues, which may include serious breakdowns.
• Able to work over the weekend, giving you the chance to have the week free.