Contact Centre Supervisor (Back Office)

Great agents need great coaching, and this insurance contact centre in Newcastle wants you to provide it. This is a good step for someone who wants proper routine and a manager who notices good work.

You'll report in Newcastle. Relocation is not covered for this one.

• Run morning huddles and share yesterday's stats with your team.
• Watch real-time queues and move agents between skills when volumes spike.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Give one-on-one feedback with a clear action and a follow-up date.

• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days
• Management development programme

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.