About Company
Webhelp is a global leader in customer experience and business solutions, committed to making business more human. With a significant presence across the UK, including multiple vibrant sites in Glasgow, we partner with some of the world’s most exciting brands to deliver exceptional customer journeys. At Webhelp, we believe in creating a supportive and dynamic environment where our people can thrive, grow, and make a real impact. Our Glasgow operations are at the forefront of innovation in customer service, providing diverse career opportunities for driven individuals. Join our team and become part of a company that values collaboration, excellence, and the relentless pursuit of customer satisfaction. We empower our teams to deliver their best, fostering a culture of continuous learning and professional development within a fast-paced, international setting.
Job Description
Are you a natural leader with a passion for exceptional customer service and a knack for motivating teams? Webhelp is seeking a dedicated and dynamic Call Centre Supervisor to lead our evening operations team in Easterhouse, Glasgow. This is a crucial full-time role for an individual who thrives in a fast-paced environment and is committed to fostering a high-performance culture during our critical evening hours. As an Evening Call Centre Supervisor, you will be at the heart of our customer interaction, directly impacting customer satisfaction and team productivity. You will be responsible for overseeing a team of Customer Service Advisors, ensuring they meet and exceed performance targets, adhere to quality standards, and provide an outstanding experience to every customer.
This role demands strong communication skills, an analytical mind to interpret performance data, and the ability to inspire and develop your team. You will be instrumental in coaching, mentoring, and guiding your team members through daily challenges, celebrating successes, and implementing strategies for continuous improvement. Your leadership will ensure that our evening operations run smoothly, efficiently, and with the highest level of customer care. If you’re ready to take on a challenging yet rewarding leadership position where your contributions directly shape our success, we encourage you to apply. This is more than just a job; it’s an opportunity to build a fulfilling career with a global leader, making a tangible difference to both our customers and our dedicated team members.
Key Responsibilities
- Lead, mentor, and motivate a team of Call Centre Advisors during evening shifts to achieve key performance indicators (KPIs) and service level agreements (SLAs).
- Conduct regular one-to-one coaching sessions, performance reviews, and training needs assessments for team members.
- Monitor call quality, adherence, and productivity, providing constructive feedback and implementing corrective actions where necessary.
- Handle escalated customer queries and complex issues, ensuring prompt and satisfactory resolution.
- Analyse performance data to identify trends, areas for improvement, and implement strategies to enhance team efficiency and customer satisfaction.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Facilitate team meetings, communicate company updates, and foster a positive and collaborative work environment.
- Manage shift patterns, breaks, and workload distribution to ensure optimal coverage during evening hours.
- Collaborate with other supervisors and management to maintain consistent service delivery and achieve departmental goals.
- Contribute to the continuous improvement of call centre processes and customer service strategies.
Required Skills
- Proven experience (minimum 3 years) in a supervisory or team leader role within a call centre or customer service environment.
- Excellent leadership, coaching, and people management skills, with a focus on team development and motivation.
- Strong communication (verbal and written) and interpersonal abilities, capable of engaging with diverse teams and customers.
- Proficiency in performance analysis and data interpretation, with the ability to translate insights into actionable plans.
- Ability to work effectively under pressure, manage multiple priorities, and adapt to changing demands of an evening shift operation.
- Solid understanding of call centre metrics, operational procedures, and best practices.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM systems.
- Demonstrated ability to resolve complex customer issues and de-escalate challenging situations gracefully.
Preferred Qualifications
- Experience specifically supervising evening shifts in a high-volume call centre.
- Knowledge of specific industry regulations (e.g., telecom, finance, utilities) relevant to Webhelp's client base.
- Formal training or certification in customer service management, leadership, or coaching.
- A proactive approach to problem-solving and process improvement, with a track record of implementing successful initiatives.
- Experience with workforce management (WFM) tools.
Perks & Benefits
- Competitive salary and attractive performance-based incentives.
- Comprehensive paid training and ongoing professional development opportunities to support your career growth.
- Generous holiday allowance.
- Company pension scheme to help you plan for the future.
- Employee discount programmes for a range of retail and leisure activities.
- Health & wellness initiatives and support services.
- Clear career progression opportunities within a global organisation.
- A vibrant, inclusive, and supportive work environment in Easterhouse, Glasgow, fostering teamwork and success.
How to Apply
Ready to lead a thriving team in a dynamic environment? We encourage all qualified candidates to apply by clicking on the application link below. Please ensure your CV highlights your relevant supervisory experience, leadership capabilities, and commitment to customer excellence. We look forward to reviewing your application and potentially welcoming you to the Webhelp family!