Our client is a well established, market leading manufacturer that supplies to wholesalers and direct consumers.Their contact centre helps customers choose the right products, place their order and get support right through to delivery and beyond. We''re looking for a Supervisor who loves a busy floor, gets the best out of people and is as passionate about sales as they are about service.The roleReporting to our Contact Centre Manager, you''ll lead a team of advisors across phone, live chat, text and email. You''ll make sure customers get a quick, helpful answer every time, help the team turn conversations into sales, and keep the day running smoothly.You''ll be working with our Holly AI Advisor, our AI chat assistant, which handles routine questions so advisors can focus on higher-value conversations. You''ll help shape how AI and people work together to give customers a better experience.What you''ll do• Lead, motivate and support a team of advisors day to day, on the floor and hands-on• Manage queues in real time to hit answer rates and chat response times, moving people where they''re needed• Coach advisors to grow sales, including on higher-value products• Monitor calls and chats, give clear feedback and run regular one-to-ones• Handle escalated calls and complaints, putting things right for customers fairly and quickly• Manage attendance, holidays and absence, and help plan cover for seasonal peaks• Use 8x8 wallboards and reporting to track performance and spot issues ..... full job details .....