Network Supervisor

Our client in the Insurance sector is looking to recruit a full-time Network Supervisor. The role is on a Monday to Friday, office hours basis. The main duty of the Network Supervisor is to coordinate the network in such a way as is most beneficial to the business (including quality, indicators, contract, pricing and rostering).

Job Responsibilities and Duties:

• Analyse the activity indicators within their area of operation (service levels, percentage of incidents, business indicators, etc.) in order to provide accurate and reliable information for decision making.
• Provide the necessary support in the management of the service for which they are responsible, replacing the contact centre Team Leader if required.
• Provide the necessary information to ensure compliance with company procedures and help achieve the quality, profitability and efficiency objectives in the provision of customer and user services.
• Provide both the Supervisors and the Senior Contact Centre Agents and Contact Centre Agents under their responsibility with the necessary support, organising training activities in practical and procedural issues in order to achieve the quality, profitability and efficiency objectives referring to service provision.
• Promote the best use of human and material resources in the area, lead and coordinate the employees under their direction, encouraging the development of actions that help integrate, develop and disseminate the units strategy and policies across all levels.
• To manage Own Fleet resources to a top-notch standard promoting cooperation, efficiency and safe working practices

Qualifications and Skills:

• Speak and write fluent English and Maltese (since we communicate with contractors in Maltese).
• Technical understanding of the towing industry is a must and having hands-on experience is desirable.
• Good listening, verbal, and written communication skills.
• Good negotiation skills and maintaining productive relationships.
• Good understanding of office tools, especially Microsoft Excel and Outlook.
• Ability to handle dissatisfied clients or contractors.
• Being organized to maintain and present contractor statistics every month.