Call Centre Manager
Brentford
£42,000 to £45,000 with Bonuses on top
Join the team as its Call Centre Manager!
Are you ready to elevate the customer service experience? I am looking for an enthusiastic Call Centre Manager to lead our dynamic team in Brentford! as the Call Centre Manager, you’ll play a crucial role in driving customer satisfaction and fostering growth by taking charge of customer issues and ensuring our service is second to none.
What You’ll Do:
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Lead with Excellence: Oversee daily Call Centre Operations alongside the Call Centre Team Leader, consistently exceeding KPIs and delivering best-in-class service.
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Empower Your Team: Recruit, coach, and mentor a talented team, equipping them with the skills needed to shine in a fast-paced environment.
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Drive Performance: Manage sales conversions and customer satisfaction, ensuring your team meets and surpasses key objectives.
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Innovate Processes: Review and refine sales processes to enhance the customer experience, boost efficiency, and reduce complaints.
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Analyze and Report: Prepare and present performance reports, collecting and analyzing data to identify trends and drive strategic improvements.
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Ensure Quality Interactions: Maintain high standards of quality assurance, compliance, and legal obligations across all customer interactions.
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Deliver Outstanding Service: Proactively communicate with customers, resolving issues swiftly and professionally.
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Support Escalations: Manage the customer service mailbox and assist stores with complaint escalations to ensure smooth resolutions.
What We’re Looking For:
* Experience Matters: At least 3 years as a Manager in a Call Centre or Sales environment; retail experience is a plus!
* KPI Knowledge: Strong understanding of KPIs and conversion rates to drive performance.
* Leadership Skills: Proven ability to manage teams, deliver results, and handle customer complaints effectively.
* Tech-Savvy: Proficient in MS Office and adept at using data to inform decisions.
Key Skills:
* Communication Pro: Exceptional verbal and written communication skills.
* Relationship Builder: Personable and approachable, yet capable of making tough decisions.
* Natural Leader: Inspire and motivate your team to achieve excellence.
* Self-Starter: Driven, enthusiastic, and dedicated to achieving high standards.
* Detail-Oriented: Meticulous in your approach, with strong organizational and time management skills.
* Flexible Team Player: Courteous, friendly, and adaptable to changing priorities.
* Problem Solver: Ability to multi-task and thrive under pressure while managing sensitive information with discretion.
Ready to take the next step in your career? Join us as our Call Centre Manager and make a significant impact in shaping exceptional customer experiences! Apply today