Call Centre Manager
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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