Shift Supervisor

Emerald Contact Centre (ECC) is a unique contact center, based in Waterford City, focused on providing superior customer service support and building strategic partnerships with our clients. Our clients provide networks of health and investment information to our customers around the world, who are part of The Agora Companies. Customers can purchase supplements & health products, books, newsletters, attend seminars and receive free electronic newsletters on topics of interest to them.

We now have a vacancy for a permanent full time Shift Supervisor / Specialist Manager within our team. The primary responsibility of this role is to manage the Contact Centre in order to deliver on quality and efficiency metrics, coach, develop Customer Solution Specialists (CSS), and manage the day-to-day operations of the Contact Centre.

This Supervisor will work on a rotation ranging from 2pm to 1am Monday to Friday.

Job Responsibilities:

  • Call Quality, Call Observation and Feedback:
    • Monitoring and observing each CSS job performance on a regular basis
  • Coaching and Development:
    • Providing feedback to CSS’s regarding their work to help the employee become more knowledgeable and proficient, making use of all available systems, tools, training, and reference materials.
  • Agent Performance and Schedule Adherence:
    • Review of historical and/or real time reports from the call management system on a daily basis to manage schedule adherence for their team
  • People Management:
    • Deals with occurrences of absence & punctuality whenever they occur. Liaising with the management team regarding appropriate action.
    • Ensures open lines of communication across the business and informs employees, where appropriate, of changes within the business as directed by management.
  • Report Review
    • Reviews reports on a daily basis and signs off on exceptions as required according to establishes guidelines.

Requirements & Competencies:

  • Previous coaching / advisory experience – 3 – 5 years
  • People Management / supervisory experience – essential
  • Previous customer service experience.
  • Third Level Qualification – Business, HR, People Management or Coaching – desirable
  • Strong organizational skills, sales, customer service an interpersonal skills
  • Strong analytical and technical
  • Able to handle personal and confidential information
  • Able to deal with personnel under circumstances requiring tact and diplomacy
  • Proven ability to perform in a fast-paced, continuously changing environment.

An excellent package is available for this role including but not limited to Competitive Salary and Employer Pension Scheme,

 

Interested and qualified applicants please submit CV and cover letter to Emma Reynolds HR Director – emma.reynolds@emeraldcontactcentre.ie

 

Customer Solutions Specialist

Emerald Contact Centre (ECC) based in the Waterford Business Park, Cork Rd, Waterford, is focused on providing superior customer service support for our clients. Our clients provide networks of health and investment information to our customers around the world. Customers can purchase supplements & health products, books, newsletters, attend seminars and receive free electronic newsletters on topics of interest to them. ECC employs people who are incredibly driven and passionate about providing outstanding service to the customer.

Our Customer Solutions Specialists are responsible for providing quality customer sales and service via phone by utilizing exceptional communication skills.

Strong attendance, performance and adherence to policies are not a desirable, they are an essential here. We take this seriously. In return, we can offer a relaxed environment, supportive managers, open door policy, along with a competitive salary, pension scheme, free onsite car parking, employee reward incentives and many employee wellbeing initiatives.

Hours of work for full time roles will be across 5 days ranging from 1pm start to 12am finish. Part time roles are available and can be across 3-4 days per week.

What you will be doing:

  • Using existing procedures to solve routine or standard customer inquiries; receives instruction, guidance and direction from others as needed;
  • Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer (CRM application is the primary tool);
  • Maintain quality scores and call center metrics;
  • Inform customers of promotions and new or upgraded products;
  • Explain product options and related charges clearly and concisely;
  • Maintain a high level of first call resolution and quality assurance.

What we need from you:

  • 1-2 years prior customer service experience – essential
  • Leaving Certificate (or equivalent)
  • Strong verbal communications skills including diction, grammar and tone – essential
  • Ability effectively and clearly communicate with customers under circumstances requiring tact and diplomacy
  • Self-motivated, upbeat, consultative demeanor, combined with a high energy level
  • Ability to handle confidential information
  • Ability to navigate multiple applications / systems in several environments.

We have part time & full time positions open

Send your CV to careers@emeraldcontactcentre.ie

Confidence can sometimes hold us back from applying for a job. But we’ll let you in on a secret: there’s no such thing as a ‘perfect’ candidate. Emerald is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

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