Contact Centre Manager
JOB DESCRIPTION
Job Title: Contact Centre Manager
Salary: GBP32,000 pa (GBP15.10 ph) ____________________________________________________________________
The Company & the Role
As one of the UK's largest suppliers of professional power tools, hand tools and accessories and about to relocate to a new 150,000 Sqft distribution centre based in Harlow Essex, we have an exciting opportunity for an experienced Contact Centre Manager to come in and take ultimate responsibility for our Sales and Customer Service team of supervisors, team leaders and staff.
Playing an integral role in our clients operation our Contact Centre take in excess of 1000 calls daily, ranging from sales calls through to returns, product queries and business leads.
Main Purpose of Job
To drive sales and ensure we provide the highest possible level of customer service and support. To manage the day to day activities of the Contact Centre by supporting and coaching the team. Assist the team with client queries whilst building excellent relationships.
Job Duties/ Responsibilities
Your duties will include all aspects of contact centre management, including:
- Driving sales, maintaining sales growth and ensuring the maintenance of profit margins
- Establishing targets on an individual basis, for both customer service and sales, ensuring they are met and exceeded where possible
- Ensuring your team is organised and trained in all skills that will ensure targets are met
- Analyse team performance and establish reports to identify opportunities using data gathered from our various systems
- Recording / authorising staff holidays using appropriate software, ensuring staffing levels are set correctly so to avoid any disruption to providing excellent customer service
- Establish and maintain required staffing levels in liaison with the General Manager
- Monitoring performance of staff, identifying areas of development by conducting period reviews.
- Plan and monitor employee's development programmes ensuring all skills are kept up to date to meet the need of the business.
- Promote good Health & Safety practices in the work place.
- Ensure accurate and timely recording of sales activity information within the salesforce both on and individual and team basis.
- Ensure Fraud screening is carried out by skilled staff and that customer information is kept confidential.
- Effectively communicate business objectives across the team as instructed by the Directors and senior management.
- Provide an industry leading sales & customer care experience delivered through your team to all customers and clients.
- Establish and maintain agreed service standards (KPI's) and ensure they are met across all areas of responsibility
- Implement practical solutions to continually improve work practices.
- Organising training for new members of staff and refreshers for existing staff.
- Plan and carry out annual appraisal on all direct staff. Set achievable targets for the team
- Call monitoring staff, giving positive feedback and grading on bonuses
The Candidate:
- Proven experience in a successful Sales Office/Customer Service Manager position
- Excellent communication, leadership, motivation and managerial skills
- Enthusiasm and energy to continually challenge and improve work processes
- Evidence of health and safety & HR knowledge
- Strong IT skills
- Driving licence
Hours:
Working an 8 ?? hour shift, 5 days of a 6 day working week, managing a Contact Centre open from 07.45 - 20.00. As part of your duties the Contact Centre Manager will be expected to tailor their working week according to business needs.
Benefits:
- Private Healthcare following successful completion of probationary period (usually six months)
- Staff discount
- 28 Days Holiday (including bank holidays)
- Excellent training and development
Job Title: Contact Centre Manager
Salary: GBP32,000 pa (GBP15.10 ph) ____________________________________________________________________
The Company & the Role
As one of the UK's largest suppliers of professional power tools, hand tools and accessories and about to relocate to a new 150,000 Sqft distribution centre based in Harlow Essex, we have an exciting opportunity for an experienced Contact Centre Manager to come in and take ultimate responsibility for our Sales and Customer Service team of supervisors, team leaders and staff.
Playing an integral role in our clients operation our Contact Centre take in excess of 1000 calls daily, ranging from sales calls through to returns, product queries and business leads.
Main Purpose of Job
To drive sales and ensure we provide the highest possible level of customer service and support. To manage the day to day activities of the Contact Centre by supporting and coaching the team. Assist the team with client queries whilst building excellent relationships.
Job Duties/ Responsibilities
Your duties will include all aspects of contact centre management, including:
- Driving sales, maintaining sales growth and ensuring the maintenance of profit margins
- Establishing targets on an individual basis, for both customer service and sales, ensuring they are met and exceeded where possible
- Ensuring your team is organised and trained in all skills that will ensure targets are met
- Analyse team performance and establish reports to identify opportunities using data gathered from our various systems
- Recording / authorising staff holidays using appropriate software, ensuring staffing levels are set correctly so to avoid any disruption to providing excellent customer service
- Establish and maintain required staffing levels in liaison with the General Manager
- Monitoring performance of staff, identifying areas of development by conducting period reviews.
- Plan and monitor employee's development programmes ensuring all skills are kept up to date to meet the need of the business.
- Promote good Health & Safety practices in the work place.
- Ensure accurate and timely recording of sales activity information within the salesforce both on and individual and team basis.
- Ensure Fraud screening is carried out by skilled staff and that customer information is kept confidential.
- Effectively communicate business objectives across the team as instructed by the Directors and senior management.
- Provide an industry leading sales & customer care experience delivered through your team to all customers and clients.
- Establish and maintain agreed service standards (KPI's) and ensure they are met across all areas of responsibility
- Implement practical solutions to continually improve work practices.
- Organising training for new members of staff and refreshers for existing staff.
- Plan and carry out annual appraisal on all direct staff. Set achievable targets for the team
- Call monitoring staff, giving positive feedback and grading on bonuses
The Candidate:
- Proven experience in a successful Sales Office/Customer Service Manager position
- Excellent communication, leadership, motivation and managerial skills
- Enthusiasm and energy to continually challenge and improve work processes
- Evidence of health and safety & HR knowledge
- Strong IT skills
- Driving licence
Hours:
Working an 8 ?? hour shift, 5 days of a 6 day working week, managing a Contact Centre open from 07.45 - 20.00. As part of your duties the Contact Centre Manager will be expected to tailor their working week according to business needs.
Benefits:
- Private Healthcare following successful completion of probationary period (usually six months)
- Staff discount
- 28 Days Holiday (including bank holidays)
- Excellent training and development