Call Centre Manager

East Midlands
Competitive dependant on experience
08 May 2019
31 May 2019

The Company

Our client is a privately owned business with two successful womenswear brands, selling direct to a loyal and growing customer base in the UK, US and Europe. They now have an exciting new opportunity for a proactive, dynamic Call Centre Manager to become an integral part of their team and to develop an in house call centre from scratch.

Call Centre Manager - The role: 

  • Hiring, training, coaching, and leading call centre representatives in providing support for customers. 
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Assisting other management team members in identifying trends and establishing call centre goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximise efficiency and customer satisfaction.
  • Authorising replacements or refunds where necessary.
  • Manage the support required during the peaks and flows of the season. 
  • Create a good culture among the team in line with customer expectations. 

Call Centre Manager - The candidate:

  • Experience in a similar role, dealing with UK, European or US markets.  
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Decisiveness and attention to detail.
  • Proficiency with necessary technology, including IT, software applications (especially Zendesk), phone systems, etc.
  • Polite, professional phone voice.
  • The ability to speak German would be beneficial but not essential.

Call Centre Manager - The package:
- Competitive salary and other benefits

Due to the anticipated interest in this role only short listed candidates will be contacted.
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