It is especially important that you have previous experience of leading a team to deliver fantastic customer service in a call centre environment, setting objectives and training your team with a long term strategic goal in mind. Process review and resulting standardisation will be a key aspect of this role. You will be joining a successful and expanding business where you are empowered to make the decisions that drive value for customers and are rewarded for developing innovative solutions.
Call Centre Manager - Role and Responsibilities - Support / Sales Support / Customer Service Representative / Distribution / Telesales / Contact Centre Manager
* Manage a team of around fifteen telesales and customer service advisors within a fast-paced environment
* Develop and implement processes and procedures to keep the department as efficient and compliant as possible
* Manage the recruitment and training of new staff as the department continues to expand
* Regularly monitor departmental success; develop and monitor KPIs to ensure consistent high quality service for customers
* Identify and implement improvements in the customer service process to increase sales
* Work with the Supply Chain and Buying teams to fully understand product availability and stock levels, enabling the team to have informed conversations with customers
* Partner with the marketing team to deliver customised marketing material and communications for specified customers
Call Centre Manager - Skills and Abilities - Support / Sales Support / Customer Service Representative / Distribution / Telesales / Contact Centre Manager
* Previous experience of managing a Customer Service or Sales Team in a Call Centre environment
* Excellent telesales experience
* Proven track record of implementing change
* An excellent communicator who is well-organised and hands-on with their average day
* Good knowledge of Microsoft Office and other IT systems
Call Centre Manager / Support / Sales Support / Customer Service Representative / Distribution / Telesales / Contact Centre Manager
If this role appeals, please do apply now!
- Call Centre Manager
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