Customer Engagement Supervisor
Core
Manage a contact center team to handle customer inquiries, complaints, and escalations across voice, email, chat, and social media channels while driving operational efficiency and compliance.
Role type
Senior IC Customer Engagement Supervisor (Contact Center)
Builds
Customer service operations, team performance, and compliance adherence for Pru Life U.K.
Domain
Insurance / Financial Services / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
People management, workforce scheduling, team coaching, conflict resolution, data analysis, process improvement, compliance monitoring, KPI tracking, incident management, stakeholder communication
Preferred skills
Agile/Scrum methodologies, Jira management, digital channel optimization, audit review, budget monitoring
Technologies
Jira, ticketing systems, social media platforms, call tracking tools
Responsibilities
Manage team workforce including scheduling, training, and performance appraisals; Handle complex customer escalations and complaints across all channels; Drive team KPI achievement and productivity targets; Ensure compliance with AMLA and data privacy regulations; Facilitate daily stand-ups and process improvement initiatives; Monitor and resolve service level agreement (SLA) tickets.
Seniority
Senior, hands-on IC