Job Title – Call Centre Manager: Corporate Sales
Job Location – Birmingham
Salary – £45k
Our client is delighted to be seeking an individual to head up their dedicated rental contact centre.
The successful candidate is responsible for providing a professional rental management service to their corporate customer base through their contact centre services.
Commercially aware, you will be responsible for optimising the reservation processes and achieving contractual SLA targets.
You will work closely with the UK corporate sales team and customers to ensure a platinum service is provided.
Key Responsibilities
* Manage the operational performance and KPI’s for nominated corporate accounts
* Working closely with the sales team and the customers to ensure needs are met and exceeded
* Responsible for streamlining and seeking efficiency gains to ensure the highest level of service is provided with the least cost to the business
* Ensure that practices and procedures within the contact centre are delivered against contracted service levels
* Implementation and maintenance of a variety of monitoring strategies
* Support the compilation of business reviews and support delivery of the reviews (internal and external)
* Ensure the lines of communication between the company and the customers are always open
* Develop, update and work with the sales team to implement new accounts, roll out new products and processes to improve efficiency and maximise customer potential
* Work alongside the customer services team to monitor and improve reservation to complaint ratio
* Determine improvement plans and implementation of these via improved service delivery processes
* Working closely with the Training, Quality & Compliance Officer, ensuring the highest standards of written and telephone customer service are delivered
People management duties:
* Coaching & Development
* Organisation & Planning
* KPI & performance management
* Driving a strong performance from all team members including motivation, training and development
* Responsible for the recruitment of team members
Corporate Sales Team Support duties:
* Support the Account Directors with the completion of contract renewal tenders which reflect the needs of the clients
* Act as additional point of contact for accounts whilst an Account Director is on holiday ensuring management are informed of any urgent developments or challenges
* Any other reasonable duty as requested by the Head of Corporate Sales
Skills/Experience Required:
* Excellent accuracy and attention to detail
* Excellent people management skills
* Extensive experience within a contact centre environment
* Exposure to a commercial environment, skilled in identifying opportunities to advance our clients position in terms of share of wallet
* Excellent time management skills
* Familiarity with quality standards and processes
* Ability to work in a pressurised environment working quickly and effectively to meet required standards
* Excellent verbal and written communication skills
* Excellent judgement and decision making skills
* Ability to work as part of a team to meet business objectives through coaching and development.
* A naturally helpful, outgoing, confident, friendly and enthusiastic approach to their work and their colleagues
* Portrays a customer focused and professional image at all times.
Working 40 hours a week on a fully flexible basis during the contact centre hours of operation.
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