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Contact Centre Manager - Online Retailer

CCR Recruitment & Selection
Job LocationBirmingham
EducationNot Mentioned
Salary26,000 - 28,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Contact Centre Manager - Online RetailerPaying up to £28,000 plus discretionary bonusBirminghamThis position would suit a Team Leader looking for progressionThe primary function is to be the customers champion within the business. You will achieve this by managing the growing in-house customer services and fulfilment team, ensuring the targets are met, timely fulfilment of customer orders and management of inboundand outbound calls to ensure the customer service we offer is excellent.Additionally, manage the relationship with the outsourced call centre for overflow, out of hours and weekend call management on a day-to-day basis ensuring the quality of our customer our service is reflected in this external bureau as well as mentoringtheir performance against KPIs.About you:

  • The successful candidate will be foremost a great people manager able to inspire and create a positive and happy working atmosphere in an occasionally pressured environment. You will also be analytical, numerate and IT literate and calm, with an abilityto cope with busy peaks and proactively utilised the quieter times.
  • The ideal candidate will probably have call centre supervisor or team leader, experience in a
  • B2C mail order/retail environment or perhaps in a logistics or fulfilment role. The candidate must have at least 1 to 3 years people management experience.
  • This is an office-based role, as managing a team of 12/15 is not a full-time role you will be expected to do the job hands on the phones or in the pick pack areas, as necessary.
  • This is a relatively small family-owned business. So, a "can do" and roll your sleeve up and pitch in attitude is essential.
  • Strong stakeholder management skills, with the ability to build a strong working rapport at every level of an organisation.
  • Experience with staff reviews and performance evaluations essential.
  • Excellent attention to detail and accuracy.
  • Great communications skills key, sense of humour welcome!

Keyskills :
Call CentreContact CentreCustomer ServiceEcommerceOnline Retail

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