Job Description

We are currently recruiting for a Call Centre Supervisor (temp to perm) to join a fast-paced, high-volume contact centre environment.

Location: Birmingham Business Park (near Solihull Parkway)

Working Hours: Monday to Friday (42.5 hours over 5 days) - Weekend availability is essential for this role.

Pay Rate: £15 84 per hour

The Role

You will oversee the customer journey from initial instruction through to completion, ensuring excellent service delivery and smooth operational performance.

This is a hands-on supervisory role, managing workflow, supporting a team, and maintaining high service standards.

Key Responsibilities

• Manage day-to-day workflow and team task allocation
• Handle customer contact, updates, and progress chasing
• Ensure all tasks are completed accurately and within SLAs
• Monitor KPIs and operational performance
• Handle escalations and resolve service issues
• Support weekend planning and workload distribution
• Analyse performance data, trends, and customer feedback
• Promote a customer-focused, high-performance culture

What We're Looking For

• Experience in a call centre, customer service, or insurance claims environment
• Proven team leadership or supervisory experience
• Ability to work in a fast-paced, high-volume setting
• Strong communication and problem-solving skills
• Calm and resilient under pressure
• Confident using Microsoft Office and reporting tools

Key Traits

• Results-driven and customer-focused
• Strong organisation and prioritisation skills
• Decisive and adaptable
• Committed to continuous improvement

If you are interested in this role, please apply now using the link.