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Contact Centre Sales Manager

3 months ago

Reading Berkshire, United Kingdom HONOR Full time

It is dedicated to becoming a global iconic technology brand and creating a new intelligent world for everyone through its powerful products and services. With an unwavering focus on R&D, it is committed to developing technology that empowers people around the globe to go beyond, giving them the freedom to achieve and do more. Offering a range of high-quality smartphones, tablets, laptops, and wearables to suit every budget, HONOR’s portfolio of innovative, premium, and reliable products enables people to become the better version of themselves. For more information, please visit HONOR online at HONOR United Kingdom (hihonor.Position: Contact Centre Sales Manager
Reading, UK （will move to London in H2 2024）, Frequent business trips to various customer locations (including some international travel)

In this exciting role, you will play a pivotal role in shaping the success of our brand's call center partners. You will be responsible for developing and delivering engaging training programs that equip new hires and existing representatives with the knowledge, skills, and behaviours to provide exceptional customer service that reflects our brand values. Ultimately you propel sales of our focus models by actively taking part in the sales process.
This role will require extensive travel to various locations across the UK and internationally.

Design, develop, and deliver comprehensive training programs on brand-specific products, services, policies, and procedures.
Responsible for the call center targets by retailer as your own KPI’s.
Facilitate interactive training sessions, incorporating a variety of methods such as classroom instructions, role-playing exercises, and e-learning modules.
Provide ongoing support and development opportunities for existing call center representatives, helping them improve their performance and stay up-to-date on the latest brand information.
Identify skill gaps within the team and develop targeted training initiatives to address them.
Collaborate with call center management across multiple retailers in the UK and internationally who support the UK market, and leadership to ensure training programs align with overall business objectives and customer service goals.
Stay up to date on brand developments, industry best practices, and customer service trends to continuously improve training content.
Evaluate the effectiveness of training programs and make adjustments as needed.
Review sales numbers by department to then target your focus by team (retentions/sales/webchat/inbound and outbound).

Minimum 5 years of experience in call center training or a related field.
Proven ability to develop and deliver engaging, interactive training programs.
Strong understanding of adult learning principles and instructional design methodologies.
Passion for our brand and a commitment to providing exceptional customer service.
Experience of working in a fast-paced, customer-service oriented environment (a plus).
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

At Honor, we celebrate diversity & Inclusion and are committed to build teams that represent a variety of backgrounds, perspectives, and skills. Please, send us your resume in English.