Parcel2Go.com Careers

Job Overview

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We are seeking a proactive and dedicated individual to oversee the day-to-day running of our Senior Supervisor team, which manages both live chat and telephony operations. The successful candidate will ensure that tasks are prioritised effectively, performance is closely monitored, and high-quality standards are maintained. You will also be responsible for identifying opportunities to develop team members, designing relevant training sessions, and consistently meeting key performance indicators (KPIs).

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Key Responsibilities

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Team Leadership

• Manage the daily operations of the live chat team

• Distribute tasks, ensuring mandatory claims deadlines are met.

• Monitor operator performance and quality using our QA matrix.

Coaching and Development

• Identify coaching needs and develop targeted training sessions.

• Provide ongoing support and direction to enhance team performance.

• Conduct performance reviews to maintain high standards and professional growth.

Performance Management

• Ensure KPI targets (CSAT, Quality, Average Call Length, Average Speed of Answer) are consistently achieved.

• Track metrics to report on individual and team progress.

Communication and Collaboration

• Prepare and present slides for weekly meetings.

• Attend courier meetings (virtually or in person) as required.

• Work with other departments to align on best practices and process improvements.

Process Improvement

• Keep abreast of internal process updates.

• Proactively identify and recommend process enhancements that drive efficiency and effectiveness.

Company Values and Culture

• Uphold and promote the organisation’s values.

• Foster a positive and collaborative team environment.

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Candidate Profile

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• Motivated Leader: Demonstrates the ability to inspire, mentor, and coach a diverse team to meet performance goals.

• Resilience Under Pressure: Able to prioritise multiple tasks effectively and follow through to completion.

• Strong Communicator: Exhibits clear written and verbal communication skills.

• Organisational Skills: Comfortable with multi-tasking and meeting strict deadlines.

• Flexible Approach: Willing to adapt to changing shift patterns and business needs.

Job Overview

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We are looking for a proactive and confident Service Supervisor to lead our Live chat team. Hybrid based, you will manage the day-to-day operations during office hours, providing hands-on support, training, and guidance. You will play a key role in maintaining a productive, professional, and customer-focused environment, ensuring the team is motivated, service standards are met, and customer satisfaction continues to grow.

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Key Responsibilities

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• Act as the first point of contact for escalated courier service and delivery issues, maintaining a calm and solutions-oriented approach.

• Lead and support the team in handling customer complaints and queries, ensuring quick and effective resolution.

• Provide regular updates and feedback to the Department Senior through scheduled meetings.

• Delegate daily tasks, including managing inboxes and allocating ad-hoc duties as needed.

• Motivate the team with positive communication, recognition, and ongoing coaching.

• Support training and development needs across the team, identifying areas for improvement.

• Conduct regular one-to-one meetings (121s) to provide feedback, support, and performance management.

• Collaborate with the Service Senior to identify and implement process improvements.

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Candidate Profile

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Essential:

• A highly motivated individual with the ability to develop and coach team members to meet and exceed performance goals.

• Strong communication skills (written and verbal) with the ability to confidently manage escalations and lead a team.

• Capable of working under pressure, prioritising tasks, and managing time effectively.

• Demonstrated leadership in a fast-paced, customer service-driven environment.

• Proficient in basic Microsoft Office applications (Outlook, Excel, Word).