Contact Centre Supervisor Department: Contact Centre / Business Development / Customer Experience Reports To: Aftersales Manager / Head of Business / Contact Centre Manager Role Purpose The Contact Centre Supervisor is responsible for leading and supporting a team of Contact Centre / BDC Advisors to maximise appointment conversion, customer engagement, and lead handling quality across sales and aftersales. The role ensures high standards of performance, compliance, and customer experience in line with manufacturer and group expectations. Key Duties & Responsibilities Team Leadership & Performance * Supervise, motivate, and develop Contact Centre / BDC Advisors * Manage daily workloads, call volumes, rotas, and performance standards * Conduct regular 1–1s, performance reviews, and coaching sessions * Support recruitment, onboarding, and training of new team members Operational Management * Oversee inbound and outbound contact activity across sales, service, MOT, and follow-up campaigns * Ensure leads, enquiries, and appointments are handled efficiently and within SLA times * Monitor call quality, scripts, and customer interactions * Ensure accurate CRM usage and data capture Performance & KPI Management * Drive key KPIs including contact rates, appointment conversion, show rates, and retention * ...