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Pertemps London
,
London, Greater London
Contact Centre Manager
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Job Type: Full-time |
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Salary: £50,000 per annum |
Overview
My client is looking for an ambitious, commercially-minded Contact Centre Manager with sales and Customer Retention experience in an omnichannel environment, to oversee and revolutionise the sales strategy, implementation and performance. What you will be doing You will have overall responsibility for the provision of sales training, documentation, commission structures, and recruitment for our Customer Service Team, Retention Team and Sales Teams. The successful candidate will be responsible for ensuring all customer contacts are delivered within agreed SLAs, by phone, email and live chat. The candidate will also be responsible for the creation and delivery of direct email marketing campaigns to our customers, to boost sales. In a nutshell: • Develop and implement sales strategy for customer-facing departments in conjunction with senior management • Responsibility for three different sales-based customer-facing teams • Create, develop and deliver sales training and documentation to your team • Create, develop and deliver commission structures to your team • Responsible for upselling results and customer-facing retention results • Responsible for customer contacts being delivered within agreed SLAs • Train, motivate and recruit the staff you need to deliver the company's goals • Supervise and mentor a line manager and team supervisors • Create and deliver direct email marketing campaigns to our customers What you need for this job • A minimum of 5 years' experience in a senior managerial customer-facing sales role • At least 5 years of experience with retention activities • Extensive experience of designing commission structures and working in commission-based environments • Able to work independently, setting priorities to meet the demands of the business • Experience of developing training documentation and processes to optimise upselling and retention • Experience of working in an omnichannel environment (phones, live chat, emails) • Exceptional salesmanship and leadership qualities • Experience of creating and delivering successful direct email marketing campaigns • Good Microsoft Office skills • Excellent verbal and written communication skills Benefits • 25 days holiday, plus 8 public/bank holidays • Commercial Bonus scheme • Flexible attitude to employees • Open to funding external / further education • Indoor bicycle parking area • Local Nuffield Health gym membership (with pool) • Wednesday paid lunch • Pension contribution Salary is £50,000 - with a OTE of £75,000 If you a a contact centre manager, call centre manager, sales manager, sales director and this sounds of interest to you then please apply and I will contact you immediately.