Job Title: Call Centre Manager
Role/Responsibilities:
Company: Hydro-Cleansing Ltd
Location: Beddington Croydon
Hydro-Cleansing Ltd is a dynamic and leading company in the [industry/sector], committed to delivering exceptional service to our customers. We are currently seeking a Call Centre Manager to lead and inspire our team of [number] supervisors and [number] customer service representatives within our bustling call centre.
As the Call Centre Manager, your primary responsibility will be to provide strong leadership, motivation, and direction to our call centre teams. You will report directly to the Sales Director and work collaboratively to achieve the company's goals while ensuring the delivery of a superior customer experience. This role combines leadership, performance management, and the opportunity to make a significant impact in our organization.
Leadership: Led and motivated a team of 5 supervisors and 25 customer service representatives to achieve performance targets and deliver outstanding customer service.
Customer Experience: Ensure that the highest-quality customer experience is consistently provided by your team, maintaining and improving service standards.
Innovation: Define and implement innovative methods to enhance service quality and customer satisfaction continually.
Team Development: Coach, train, and develop your team members to excel in their roles, promoting personal growth and professional development.
Performance Management: Set and monitor KPIs, provide regular feedback, and implement performance improvement plans as needed.
Objective Setting: Collaborate with your team to establish challenging objectives and deliver measurable results.
Industry Standards: Keep your team and customers informed about industry standards and best practices, ensuring compliance and excellence.
HR Procedures: Work closely with HR to execute HR procedures, including appraisals, disciplinary actions, absence/holiday management, and performance reviews.
Data Analysis: Utilize data for trend analysis, performance evaluation, and informed decision-making.
Interdepartmental Collaboration: Act as a liaison between your call centre team and other departments, such as operations, to ensure seamless communication and cooperation.
Reporting: Create accurate and timely reports to track team performance and key metrics.
We are looking for a driven and results-oriented professional who can seamlessly integrate into our existing team. Essential skills and experiences include:
Leadership: Previous experience as a team leader or manager, preferably in a call/contact centre or sales environment.
Sales Background: Ideally, you have worked in roles where selling services was central to your responsibilities.
Results-Driven: Proven ability to meet and exceed KPIs and targets.
Performance Track Record: Demonstrated success in consistently delivering against targets.
Industry Experience: Experience in waste management, environmental services, or a related field would be advantageous but is not mandatory.
Competitive salary and benefits package.
The opportunity to work in a dynamic and supportive environment.
Modern software and hardware tools to support you and your team.
The chance to lead and inspire a team in a fast-paced and growing industry.
If you are a motivated, results-driven individual with the leadership skills and experience required to excel in this role, we encourage you to apply and join Hydro-Cleansing Ltd in our commitment to providing exceptional service and exceeding customer expectations.