Callout Supervisor – Nights

This position would suit those with Dispatch Planning experience as you will be responsible for maintaining an efficient workflow, prioritizing jobs effectively, for effective scheduling, and to ensure that the team are able to handle calls from different geographic areas, liaising with clients and to ensure that engineers arrive to their call outs on time and at the right destination to service our client’s needs.
Purpose:
* Lead and develop the night team in the contact centre.
* Ensure quality standards and dispatch strategies are effectively implemented.
* Maintain customer centricity and operational excellence.
Key Responsibilities:
* Operations Management: Coordinate nightly operations, enforce policies, and manage tasks to meet deadlines.
* People Management: Set targets, conduct performance reviews, and facilitate a collaborative environment.
* Performance Monitoring: Track team performance against KPIs and SLAs.
* Customer Management: Address and follow up on customer complaints promptly.
Skills & Experience:
* Essential: Team management experience, as well as experience in a busy contact centre, strong communication skills, and proficiency in Word, Excel, and Outlook.
* Desirable: Dispatch planning experience, and familiarity with SAP, CRM, and Salesforce.
Work Schedule:
* Monday to Friday, 22:00 - 06:30, plus one weekend in four.
This role would suit someone who is well-organized, detail-oriented, and capable of handling both supervisory and operational tasks.
To find out more about the role in full, please follow the link to out job board.
What KONE can offer:
We offer a competitive salary, 25 days holiday and 8 additional Bank Holidays, Pension Scheme, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the lift industry, Bonus, Kone Discounts, 24/7 GP Support & Wellbeing Access, Hybrid Working