Call Centre Manager

Posted 14 September by Manufacturing Futures
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Our client, a multi-site distribution business, seek to appoint a Call Centre Manager to lead their sales support function. As Call Centre Manager you will build, manage, motivate, train and develop a mid-sized team of around fifteen customer service representatives. There will be some initial and short term local travel with those role which will continue until two separate sites have been merged into one. You will manage the merge whilst ensuring standards of service continue to be hit for customers.

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!

Required skills

  • Call Centre Manager

Reference: 36114749

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