Customer Service Agent Team Supervisor

Agent Team Supervisor – Heidelberg Materials Purpose of the Role Working closely with the Agent Team Manager and the other Agent Team Supervisors, you will be responsible for leading, developing and motivating a team of between 10 -15 Customer Service Agents to meet our business goals and objectives and helping the wider Customer Service team to build strong engagement and a quality customer experience. A day in the life: Leadership and Performance: Lead, manage, and support team members to consistently achieve performance targets. Foster individual development and motivation. Team Synergy and Morale: Maintain team cohesion and morale to achieve Hanson’s business goals. Promote a positive work environment. Coaching and Mentoring: Provide on-the-job coaching and mentoring. Set clear goals, offer constructive feedback, and create learning opportunities. Celebrating Success: Cultivate a culture of high performance. Celebrate achievements.

Customer Issue Resolution: Serve as a point of contact for Customer Service Agents. Escalate and resolve difficult customer issues promptly. Effective Communication: Handle customer calls and manage order functions. Drive best practices across the agent team. Leading by Example: Demonstrate self-management and positive influence. Act as a role model, embodying Heidelberg Materials’s values.

Knowledge and Experience: Proven ability to lead a team to achieve goals and build mutually rewarding relationships among team members An ability to influence, develop and coach ensuring the delivery of a positive and engaged customer experience Demonstrated experience in people leadership Demonstrated ability to quickly and effectively identify trends and opportunities Sound judgment skills with the ability to interpret evaluate and disseminate information Great organisational & problem-solving skills Ability to create winning team cultures that fosters growth, development and high performance Leadership experience in a call centre is highly valued, especially when combined with familiarity in working with call centre AI technologies Our Perks An attractive salary along with a comprehensive structured induction training program is provided to new team members.

After successfully completing the probationary period, a quarterly bonus, along with ongoing training, development and global career opportunities are just some of the benefits you will receive as part of the Heidelberg Materials Customer Service Centre team. Shaping the future, building successes Heidelberg Materials – your springboard into the future of the construction materials industry. As a globally leading company in the construction sector, we manufacture one of the most widely used products, paving the way not only toward more sustainable production but also toward your personal success story. Our bold and innovative approach focuses on massive CO₂ reduction, efficient recycling technologies, and digital solutions – setting new standards for the industry. In our globally connected and locally rooted community, your ideas have the power to shape a better tomorrow for people. With us, you’re not just shaping the industry’s future; you’re shaping your own.

Let’s get to work! Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Heidelberg Materials is one of the world's largest integrated manufacturers of building materials and solutions with leading market positions in cement, aggregates, and ready-mixed concrete. We are represented in more than 50 countries with around 51,000 employees at almost 3,000 locations. At the centre of our actions lies the responsibility for the environment. As the front runner on the path to carbon neutrality and circular economy in the building materials industry, we are working on sustainable building materials and solutions for the future. We enable new opportunities for our customers through digitalisation.