Out of hours Contact Centre Supervisor

Out of hours (OOH) Contact Centre Supervisor 
Metro Rod LTD 
Full time, permanent
30 hours per week 
£21,887 per year pro-rata
 

Metro Rod work with the likes of Equans, Amey, Aldi, Mitie, Greggs, McDonalds, Wetherspoons and many more in the FM, Social Housing, Property Management, Retail, Industrial and Leisure sectors. Despite having been around for over 40 years, we are a fast-growing and dynamic business and part of an ever-expanding group Franchise Brands.

Founded in 1983, Metro Rod and its sister company Metro Plumb are leading providers of drain clearance and maintenance services delivered on a largely reactive basis. The services are provided by over 60 franchisees with geographical coverage across the UK. We’ve been clearing and unblocking drains for more than thirty years and we’re proud of our reputation for quality service and customer satisfaction. Major companies and leading high street names trust us to deal with all their regular drain maintenance, and we’ll bring the same high standards of service to tackle your drain blockage. 

Within the Waste & Water Services Division of Franchise Brands, is also Willow Pumps and Filta. Two expanding businesses that focus on sewage pumps and commercial kitchen solutions. Together, the brands provide a complete one-stop shop for keeping water and waste flowing. 

Main Purpose of the Role:

The Out of Hours Contact Centre Supervisor is responsible for leading and developing the Weekend, Evening and Night Contact Centre teams, ensuring the delivery of exceptional customer service and operational performance outside of standard business hours.

The role provides direct supervision, coaching and support to Out of Hours agents while maintaining ownership of service delivery, customer experience, productivity and quality standards.

What does it entail? 

Key Responsibilities

• Take full ownership of Out of Hours service delivery.
• Lead, motivate and develop the Weekend, Evening and Night teams.
• Monitor live service levels and take proactive action to maintain performance targets.
• Manage resource allocation and workload distribution across Out of Hours operations.
• Act as the primary escalation point for operational issues occurring Out of Hours.
• Ensure emergency and reactive customer requirements are managed effectively.
• Conduct coaching sessions, performance reviews and quality monitoring.
• Manage escalated customer contacts and complaints where required.
• Drive continuous improvement initiatives across service, quality and productivity.
• Participate in the management on-call rota and support major incidents and escalations.

Key Accountabilities

• Weekend, Evening and Night team performance.
• Achievement of Out of Hours service level targets.
• Team productivity and efficiency.
• Quality assurance standards.
• Escalation management and operational continuity.

What do we look for? 

• Previous supervisory or team leadership experience within a contact centre environment.
• Strong coaching and people management skills.
• Experience managing performance against KPIs.
• Excellent communication and interpersonal skills.
• Ability to make decisions under pressure.
• Customer-focused mindset.

Personal Attributes

• Leadership and accountability.
• Resilience and adaptability.
• Strong organizational skills.
• Calm decision-making under pressure.
• Positive and proactive attitude.
• Commitment to delivering exceptional customer service.

What do you get? 

• 25 days annual leave – plus bank holidays 
• Royal London, Company Pension 
• Group Life Assurance 
• Additional Paid Leave / Special Leave 
• Cycle to Work Scheme 
• Free Eye Tests / Subsidy for Glasses 
• Free Standard Parking 
• Employee Assistance Programme 
• Occupational Health Support 
• Employee Discounts Platform - Mintago

We are an equal opportunities employer. We welcome applications from all suitably qualified individuals regardless of age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.