call center representative Droitwich, England
Job description
Job Description:
Franklyn Associates is looking for a Call Center Manager to join our team. The Call Center Manager will be responsible for all aspects of the customer service side of the business. This includes answering incoming calls, resolving customer issues, and providing information on products and services.
We are looking for a skilled Call Centre Commercial Manager who can lead our Customer Success (CS) team to better performance and improve service quality. The Contact Centre manager will assist in establishing Call Centre objectives, provide customer success agents with opportunities to expand their knowledge of CPaaS and troubleshooting techniques, analyse call data, and focus on improving performance and processes to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.
To be a successful Call Centre Commercial manager, you should be focused on improving your team of CS agents and call center practices as well as deliver the team revenue target. You should be commercially savvy, observant and detail-oriented and possess an understanding of the SaaS business, the products and services, and the issues representatives are facing on the floor.
Contact Centre Manager Responsibilities:
- Hiring, training, coaching, and leading customer success agents as they engage with customers via several channels (phone, web chat, email and other digital channels)
- Answering agents questions, providing commercial guidance, supporting them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by CS agents
- Leading team meetings, asking questions to better understand the calls CS agents are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees
- Developing a toolkit that facilitates the networking, cross selling, up selling and renewal process and supports growth in customer accounts and productivity
- Assisting SMT team members in identifying trends and establishing contact center goals in line with the overall CPaaS strategy
- Ensuring staff members are achieving their revenue targets, desired service levels and taking corrective action, as needed
- Preparing reports and analysing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Taking on other tasks or projects to support employees, other managers, and call center operations
Qualifications:
- Previous experience in call center or customer service role
- Excellent communication skills
- Ability to prioritize and multitask
- Professional demeanor
- Ability to work independently and as a team member
- High school diploma or equivalent required
- Associates degree in business or related field preferred but not required
Job Types: Full-time, Permanent
Benefits:
- Company events
- Company pension
- Gym membership
Schedule:
- Day shift
- Monday to Friday
- Overtime
- Weekend availability
Supplemental pay types:
- Bonus scheme
- Commission pay
- Performance bonus
- Tips
- Yearly bonus
Ability to commute/relocate:
- Droitwich: reliably commute or plan to relocate before starting work (required)
Experience:
- call centre management: 4 years (required)
- B2B sales: 5 years (required)
Work Location: In person
