Contact Centre (Cc) – Reservations Supervisor

August 2013 – For our busy Contact Centre, Chesterfield, we are looking to recruit a –

A Contact Centre (CC) – Reservations Supervisor

A Permanent Position – Salary: £26,000 per year.00 – £18,500.00 (depending on skills & experience) + Bonus.

Your Job – Main Tasks & Responsibilities:

• To provide an excellent & professional standard of Customer Service, in all contact situations, to a wide range of customers in the UK & internationally.
• Management experience & skills in resolving complaints &/or generating sales, with a proven track record of accomplishment of producing a high quality & volume of work
• Responsible for managing a team of Reservations/Customer Services (CS) Agents to effectively:

Take telephone bookings for vehicle hire(s) in a busy call centre environment.
Convert enquiries into sales bookings & generate sale leads.
Handle/respond to any CS enquiries/complaints correctly & efficiently by practicing first contact resolutions (FCR) via all forms of communication channels, correctly, confidently & professionally at all times.
Handle any escalations referred to the CC management team, by objectively gathering, investigating, analysing & evaluating all relevant information fairly & impartially, to make reasonable sound decisions to resolve matters.
Handle/take urgent queries or telephone bookings for vehicle hire(s), where management level is required, expected to referred to.
Train & manage teams to handle & convert effectively enquiries into sales bookings, generating sale leads & practice business awareness.
Mentor & train (CS/Reservation) Agents to Managers to a high competency level from start to end.
Support any CC Supervisors/Manager to an efficient high level & to assist/cover in their absence,
Responsible for any project/specific work applicable to a Supervisor delegated by your /Manager(s).

• Be disciplined in both the Reservations & CS departments, so able to cross where required & to cover in the relevant Supervisor/Managers absence, where necessary.
• Respond promptly to customer inquiries/complaints/escalations exercising first contact resolutions via all forms of communication channels, including online social media forums, web/live chat, correctly, confidently & professionally at all times.
• Regular management of adherence to procedures & work quality monitoring e.g. telephone test calls, call recordings, correspondence checking & statistical analysis for improvement & reporting purposes, including the calculation of a monthly bonus scheme for Reservation Agents
• Compiling regular data, reports using various programme software.
• To deliver an efficient performance to a high quality standard, within Service Level Agreements, targets, KPI’s/Key Work Objectives & best practices & procedures
• Liaising effectively with internal departments/colleagues & third parties across the UK & internationally, to ensure we are delivering best practices & to promote a consistent high standard of customer services.
• Staff management – carrying out probations, return to work interviews, 1 to 1’s, feedback sessions, appraisals, training presentations, coaching, (HR) discipline & grievance procedures, recruitment & reviews for the CC’s- CRU & CS staff or for other colleagues behalf where required.
• Supervisory/Management duties – producing, updating & analysing daily/weekly/monthly reports & statistics using programme software & excel spreadsheets, meeting team/department’s KPI’s (key performance indicators), targets & goals set, managing staff time keeping & attendance levels, planning staffing levels, sufficient work cover throughout the year, maintaining a safe & healthy working environment at all times.
• Attend, contribute & participate in team & management meetings to review team/department performance, targets, practices/procedures & to implement changes.
• Pro-actively support the CC Management team with any changes for improvements & carrying out any other administrative tasks & duties as requested by them to improve the Service level agreements & overall customer experience with Sixt.
• Adherence to & active support the CC management team to ensure adherence to housekeeping duties, companies policies & procedures & the Staff Handbook to ensure compliance & consistent best practices.
• Positive contribution in supporting your team members where necessary e.g. Flexibility where cover required, mentoring & training New Starters & colleagues to a high competency level from start to finish of a training plan & where required.
• Pro-actively assist & support the CC management team with any administrative tasks/duties, delegated work or projects to improve the team/departments quality of work/agents, service level agreements, targets/objectives & overall customer experience with Sixt.
• Working Pattern: 40 hours per week on a shift rotation, covering the Business opening hours from Mondays to Sundays, normally from 7am to 8pm – these times may vary according to business need throughout the year.
Flexibility is required, to work evenings, weekends & bank/public holidays, when necessary.
• Willing & able to travel within the UK & abroad where required.
• Willingness/contribution to do overtime is expected of this role with the aim of self development & future career progression.

Your Qualities:

• 1 to 2 years strong supervisory/co-management or leading a team(s)/projects (from start to end) experience, preferably in a high volume call centre or customer services/sales focused environment.
• Ability to work across different departments & be disciplined in at least 2 areas of the business.
• A positive, enthusiastic & conscientious professional, with a driven attitude to effectively communicate across all levels & with a variety of parties, to deliver results, learn & improve themselves & their team.
• Ability to work on their own initiative, quickly, accurately, with attention to detail & calmly under pressure.
• A highly committed, flexible, hardworking, self-disciplined & motivated, pro-active person, able to travel.
• Demonstrable experience in change & resource management skills.
• Excellent English verbal & written communication skills, with strong experience of dealing with a variety of complaints/escalations/customers via telephone/e-mails, in a high-pressured environment.
• Excellent organisation & time management skills for your own & your teams work, with the ability to deliver & meet high standards of quality & departments deadlines & targets.
• Excellent people/interpersonal skills across all levels of a company.
• Must possess excellent numerical, data & statistical producing experience & skills.
• Must possess excellent negotiating, problem solving, research/investigatory, reasoning & intellect skills, with the ability to make sound decisions independently & handle escalations confidently.
• Strong Leadership presence, qualities & skills, takes accountability & responsibility of decisions & has the ability to develop, inspire & support others to progress.
• Strong commitment & focus to delivering a world-class customer service to customers.
• Effective team or staff management & training experience within a team & as part of a large Directorate..
• Experience or willingness to deal with social media or web/live chat enquiries.
• You are computer literate with excellent keyboard skills & working experience of using E-mail, Word, Excel (spreadsheets, pivot tables) & PowerPoint, to produce correspondence, projects or reports.
• Please state if you are fluent in any other languages (aside from English).

Applicants: Please send your CV in (Word or PDF format) & a cover letter.

Your expression of interest should be no more than 1/2 of an A4 sheet of paper.
Please state your reasons for applying and your suitability to the role described above.

As we are anticipating a high number of applications, if you do not hear from us within the next 6 weeks from the date of this advert, please assume that you have not been successful on this occasion. However, please do not let this deter you from applying for other positions at Sixt in the future, thank you.

The

first stage of this recruitment will involve a series of communications & numerical tests.
The second stage will be an interview. These are scheduled to take place from the 8th August 2013.