Supervisor - Call Centre Operations (Insurance)

Manpower is looking to recruit a full-time Supervisor. The role is on a Monday to Friday, office hours basis. The Supervisor will also be required to work Saturdays on a rostered basis. The main duty of the Supervisor is to ensure of the smooth operation of the department in an efficient and profitable manner while supervising, developing, and motivating the team.

Duties to include but are not limited to:

• Manage day-to-day operations, aligning tasks with current and future priorities.
• Analyze data to identify opportunities for improvement and lead teams to enhance productivity and efficiency.
• Motivate subordinates to achieve departmental objectives, escalating issues as needed.
• Coach and provide structured feedback to foster a culture of continuous improvement.
• Conduct regular performance appraisals and 1:1 meetings and distribute work appropriately.
• Maintain open communication with stakeholders and provide coaching to subordinates.
• Manage staff absence and recruitment requirements in line with company policy.
• Represent the company professionally in meetings and handle disciplinary situations.
• Report issues and updates to the Head of Contact Centre Operations promptly.
• Manage OHS risks and ensure a safe working environment for all employees.
• Review role profiles within operations to ensure compliance with relevant requirements.
• Act with honesty and integrity, reporting any suspected incidents of fraud or corruption.
• Adhere to all company policies and procedures, including Health & Safety and Data Protection.
• Undertake any other duties as assigned by the Head of Contact Centre Operations.

Critical Competencies:

• Communication/Influence
• Drive for Results
• Personal Impact/Performance Climate
• Planning and Organizing
• Problem Solving/Decision Making
• Quality - High Standards and Controls
• Service Excellence
• Team Building/Team Player
• Human relations/Courtesy

Technical skills and Knowledge

• Experience/Technical Knowledge:
• Proven management experience.
• Proven people skills, motivation and leading by example.

Other significant Role Requirements:

• Ability to increase productivity and continuously improve methods, approaches, and departmental contribution. Commitment to continuous learning.
• A good knowledge and understanding of Contact Centre operations and principles, together with the ability to apply them.
• Good numerical skills and computer literate.
• Excellent written and verbal communication skills.
• Good planning and organisation skills in order to meet timescales.
• Ability to resolve issues of conflict in a tactful and professional manner.
• Ability to interact with all levels of seniority, both internal & external.