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Customer Service Operations Manager
2 months ago
We are seeking a highly skilled and experienced Customer Service Operations Manager to join our team at Pertemps London. As a key member of our customer service team, you will be responsible for leading the daily operations of our Call Centre, ensuring exceptional service delivery and exceeding key performance indicators (KPIs).
Key Responsibilities- Operational Excellence: Oversee the daily operations of the Call Centre, ensuring that all customer interactions are handled efficiently and effectively.
- Team Leadership: Lead, recruit, train, and mentor a high-performing team of customer service representatives to build a skilled and motivated team.
- Performance Management: Monitor sales conversion and customer satisfaction to achieve key objectives and drive business growth.
- Process Improvement: Evaluate and refine sales processes to enhance customer experience and efficiency.
- Reporting and Analysis: Prepare and present performance reports, providing insights to key stakeholders to inform business decisions.
- Quality Assurance: Ensure quality assurance and compliance across all customer interactions, maintaining the highest standards of customer service.
- Escalation Management: Manage customer complaint escalations and work closely with stores to resolve issues promptly and effectively.
- Process Improvement: Support cross-functional initiatives to improve processes and reduce complaints, driving continuous improvement across the business.
- Experience: At least 3 years in a managerial role within a Call Centre/Sales environment, with retail experience a plus.
- Leadership: Proven ability to inspire, coach, and manage a team to deliver high performance and achieve business objectives.
- Customer Focus: Strong complaint-handling skills and the ability to manage escalations effectively, with a customer-centric approach.
- Results-Driven: A track record of achieving KPIs and improving conversion rates, with a focus on driving business growth.
- Skills: Excellent communication, time management, and organisational skills, with proficiency in MS Office.
- Personable and Decisive: Highly personable with strong decision-making abilities, able to build relationships and motivate teams.
- Self-Starter: A self-starter who is enthusiastic, driven, and able to work well under pressure, with a proactive approach to problem-solving.
- Natural Leader: A natural leader, able to build relationships, motivate teams, and deliver results, with a strong sense of accountability.
- Attention to Detail: Attention to detail and the ability to handle sensitive information discreetly, maintaining confidentiality and professionalism at all times.
