Call Centre Manager - £45,000 – West London
A highly successful and rapidly growing household name brand are looking for an experienced Call Centre Manager to join their Operations team. This is a fantastic opportunity to join a relatively new and rapidly growing team in a role you can really make your own.
The core focus of this Call Centre Manager role is to improve the customer service experience, maintain customer satisfaction and facilitate organic growth by taking ownership of customer issues. You will manage the day-to-day performance of the Call Centre Operations, working closely with the Call Centre Team Leader to deliver a best in class service, exceeding all KPIs. You will drive and lead the recruitment, coaching and mentoring of the team to ensure they are equipped with the right skills and attributes. You will work to deliver sales conversion and customer satisfaction to drive team's performance, ensuring key objectives and KPIs are consistently achieved. In addition, you will review the current sales processes and the associated customer experience and ensure that these enable the team to deliver the business objectives and also support cross company initiatives to drive improvements, improve efficiency and reduce complaints. Additional responsibilities of this Call Centre Manager role will include preparing Call Centre performance reports by collecting, analysing, and summarising data and trends and review this with key stakeholders.
The ideal candidate for this Call Centre Manager role will be a passionate, outgoing people manager eager to make an impact and drive performance standards. You will have proven work experience as a Manager within a Call Centre/Sales environment and possess outstanding customer service skills. People are at the heart of this organisation and this is a brilliant chance to join a dynamic, inclusive culture.
The salary on offer for this role is up to £45,000 plus benefits.