Call Centre Manager

Job title:

Call Centre Manager

Company

Manning Global

Job description

Job Description:Our client, a global iconic technology brand company, is recruiting for a Call Centre Manager to join their business in the United KIngdom.Position TitleCall Centre ManagerPosition TypeFTEStart DateASAPDuration1 year rollingLocationReading, UK (will move to London in H2 2024)Contact:Alena I | +44 151 808 1052Responsibilities:Design, develop, and deliver comprehensive training programs on brand-specific products, services, policies, and procedures.Own the call center targets by retailers as your own KPI’s.Build and design incentives with our internal departments to then own and drive with the retailers call center.Facilitate interactive training sessions, incorporating a variety of methods such as classroom instruction, role-playing exercises, and e-learning modules.Coach and mentor new hires during their onboarding process, ensuring they are comfortable and confident in their ability to handle customer inquiries.Provide ongoing support and development opportunities for existing call center representatives, helping them improve their performance and stay up-to-date on the latest brand information with offers.Identify skill gaps within the team and develop targeted training initiatives to address them.Collaborate with call center management across multiple retailers in the UK and internationally who support the UK market, and leadership to ensure training programs align with overall business objectives and customer service goals.Stay current on brand developments, industry best practices, and customer service trends to continuously improve training content.Evaluate the effectiveness of training programs and make adjustments as needed.Review sales numbers by department to then target your focus by team (retentions/sales/webchat/inbound and outbound).Qualifications:Minimum 5 years of experience in call center training or a related field.Proven ability to develop and deliver engaging, interactive training programs.Strong understanding of adult learning principles and instructional design methodologies.Excellent communication, presentation, and interpersonal skills.Passion for our brand and a commitment to providing exceptional customer service.Experience working in a fast-paced, customer-service oriented environment (a plus).Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).For more details contact:Quoting reference:UK_MGAI_CCM_Or call Alena on:+44 151 808 1052View our latest jobs:Follow us on twitter:@ManningGlobalIf you know of anyone within your network who may also be interested in this position, would you please forward this ‘Email & Role’ to them.Please note:That we do all we can to respond to all applications but if we have not contacted you within 2 days following your application – its likely we have not shortlisted your cv for the position.Manning Global cannot consider your application for this role if you are working for the customer we are recruiting forIf you are working for the client we are representing, but have confirmation you are leaving a permanent or contract position, please discuss this with us, so we can discuss representation with you.This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the originator of the message. Any views expressed in this message are those of the individual sender.Group Head OfficeManning Global AGHohenzollernstraße 60, 80801 Munich, GermanySitz der Manning Global AG: München, HRB 170058 Amtsgericht München, Vorstandsvorsitz: Rachael ManningMunich | Zagreb | Dusseldorf | Liverpool | Zurich | Timisoara (RO) | Changzhou (CN) | New York

Expected salary

Location

London – Berkshire

Job date

Fri, 17 May 2024 00:04:07 GMT

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