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EMEA Call Centre Manager - Home Robot Vacuum Brand, London
EMEA Call Centre Manager - Home Robot Vacuum Brand
Central London, SW1
£40,000 PA + 25 days holiday, Contributory pension, Health, Dental, Gym etc.
About the brand:
Founded in 1990 we are a $660 million market leading manufacturer of home cleaning robots.
The EMEA Call Centre Manager Opportunity:
Reporting into the Customer Service Manager, EMEA the EMEA Call Centre Manager will oversee the EMEA Call Centre operations to deliver an excellent experience to our customers.
EMEA Call Centre Manager Key Responsibilities:
+ Operational management of our EMEA Call Centre, covering 9 countries and 6 languages.
+ Ensure that all customers receive consistent, high quality assistance with all Sales and Technical Support enquiries
+ Manage all volume and financial forecasting. Ensure SLA compliance
+ Create and manage incentives to ensure the continued motivation of the team
+ Continually explore ways to improve the call centre
+ Managing day-to-day level 3 customer complaint escalations. Coordinate escalations with partners (website, warehouse, IT, repair centres). Handling and managing damage claims
+ Plan and manage new product introduction at the call centre, in coordination with other teams
+ Managing the inventory forecast (products, accessories, consumables and spare parts)
+ Provision and circulation of accurate monthly reports such as performance (KPI’s and other metrics), Sales, CSAT and CES scores
+ Understand training needs for the call centre and ensure relevant needs are met
+ Revise, update and communicate new or improved processes to the call centre (sales and after sales), ensuring policies and processes are implemented successfully
+ FAQ and Standard Response maintenance: working with colleagues in the US to ensure that online and CRM support material is relevant and maintained
+ Revenue creation through outbound schemes, and inbound up-selling
+ Ensure transparent, structured and concise communication to your line management and senior management
+ Be supportive of colleagues throughout the Company, encouraging and developing a “can do” team environment, demonstrating integrity, passion, flexibility, determination and leading by example
+ To take a relevant part in maintaining and improving the company culture
Required Education & Experience:
+ A relevant bachelor's degree or equivalent experience
+ Several years of call centre management experience
+ Strong customer service experience preferably within an international environment
+ Experience of dealing with complaints through social media and how to communicate effectively through social media
+ Experience of developing and delivering training
+ Managing and delivery of budgets
+ Fluent English and another European language (Spanish, German or French preferred)
+ Intermediate to advanced Excel (reporting, pivot tables and analysis)
+ Experience of CRM systems
+ Experience of working for a US company desirable but not essential.
Skills, Abilities and Knowledge
+ Technology savvy in general
+ Excellent negotiation, persuasiveness and overall verbal and written communication skills
+ Target and process driven
+ Strong medium and long term forward planning, organisational and prioritising skills
+ Management of change
+ Passionate, customer focused approach, driven by high customer satisfaction levels
+ A team player with a positive attitude, capable of working with minimal supervision
+ The ability to analyse and solve problems
+ Self-motivated, determined, with a high level of initiative and a flexible hands-on approach to work and be able to communicate and represent the brand at all levels in a structured, dynamic and professional way.
You may have worked in the following capacities:
Contact Centre Manager, Customer Support Manager, Customer Services Manager, Call Centre Team Leader, Call Centre Supervisor.
Interested? Just Apply Below...
...But first a little formality. By applying you Explicitly Consent to us processing & passing your application to our client for review for this vacancy only. If your skills match the role you will hear back from us within 2 business days. If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team
Telemarketer / Telemarketing / Lead Generation, London
B2B Telemarketer- Telemarketing / £10-£12ph payee- £20,000pa+Comm / East London / London / 09:00-17:30 / Temp-Perm:
Telemarketing / Telesales Executive / Sales / immediate start / East London / London / B2B calling / Outbound Calling
As a Telemarketing Telesales Specialist / you will be:
Job Responsibilities:
Out Bound Calling / Business Opportunities / Closing Sales Over Phone / Building a Sales Line / establishing a Call List
Preferred Skills:
* Track Record in Sales and Targets
* Track record in Research
* Cold Calling
* Identifying opportunities
* Worked in Telesales / Telemarketing / Internal Sales / Contact Centre or similar background
Personal Attributes:
* Excellent interpersonal skills
* Target driven
* Ambitious
* Track record in sucess
* Sales Foucssed
Salary, Hours and Benefits:
* £10-£12 ph payee+ Comm - (Umbrella Option Available)
* Monday-Fri Operational Hours 09:00-17:30
* 37.5 hours per week -Temp to Perm
If you are looking for an immediate Telemarketing / Lead Generation / Telesales Position we would like to hear from you:
To apply for the role of B2B Telemarketing / Telemarketer Telesales Specialist / Sales and looking for an immediate start please apply to the post asap. Based In East London- comming in from Hamersmith +City Line or Distric Line- or a short walk from Liverpool Street Underground.
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