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Contact Centre Manager
Recruiter
Hays Contact Centres
Location
in Sheffield , North
Salary: £30-£33k
Reference: 1120963
A very successful travel company are looking for a new Contact Centre Manager to run their busy sales and service centre. The main responsibilities of this role will include:
• Overseeing the telephone sales department whilst reviewing and managing it's capacity in order to improve customer retention and conversion.
• Overseeing the customer services department making sure tickets get fulfilled and basic operations of the business are carried out on a daily basis.
• Reporting to directors weekly on sales and operational issues along with KPI's.
• Setup, analysis and review of inbound and outbound calls.
• Setup of best-practice standards for sales and customer service
• Analysis and management of external call centre
• Review and further refinement of training procedures. The client are looking for someone with experience of working in a fairly small contact centre where customer focus is at the heart of the environment. You will be committed to delivering results and also enjoy motivating and inspiring your team members. Skills required:
• High quality of customer service
• Ability to recognise new revenue opportunities
• Ability to understand the marketplace the company operates in
• Strong team ethic
• Ability to crisis-manage
• Some experience in travel would be desirable
• Good IT skills, especially Microsoft Office
• Understanding of Profits and Loss Working 37.5hrs a week
• Overseeing the telephone sales department whilst reviewing and managing it's capacity in order to improve customer retention and conversion.
• Overseeing the customer services department making sure tickets get fulfilled and basic operations of the business are carried out on a daily basis.
• Reporting to directors weekly on sales and operational issues along with KPI's.
• Setup, analysis and review of inbound and outbound calls.
• Setup of best-practice standards for sales and customer service
• Analysis and management of external call centre
• Review and further refinement of training procedures. The client are looking for someone with experience of working in a fairly small contact centre where customer focus is at the heart of the environment. You will be committed to delivering results and also enjoy motivating and inspiring your team members. Skills required:
• High quality of customer service
• Ability to recognise new revenue opportunities
• Ability to understand the marketplace the company operates in
• Strong team ethic
• Ability to crisis-manage
• Some experience in travel would be desirable
• Good IT skills, especially Microsoft Office
• Understanding of Profits and Loss Working 37.5hrs a week
Recruiter:Hays Contact Centres
Website: http://www.hays.com/contactcentres
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Published at 04-03-2008
Viewed: 609 times
Viewed: 609 times
