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After Sales Contact Centre Manager

  • Job added:   27 June 2018
  • Location :   Portsmouth
  • Job Type :   Permanent
  • Reference :   208129330
  • Company :   CV-Library
After Sales Contact Centre Manager

Job Duties:

· To effectively assist in leading and motivating the After Sales Contact Centre team

· Responsible for the effectiveness of the After Sales teams response to both consumer and retailer enquiries, through both digital and oral methods of communication, in line with group SLA targets

· Accountable for ensuring the quality of the After Sales team responses to consumers and retailers are achieved in accordance with company policy, procedures and expected standards

· Provide CRM driven statistical information (KPIs)

· Ensure all Contact Centre GDPR requirements are adhered to. Identify any activities which need to be reviewed in line with GDPR implementation and take action / escalate as appropriate

· Managing the team on a day to day basis including resource management, supporting with technical queries and escalated issues

· Assisting in the growth of the team in digital consumer engagement, adopting best practice approach

· Identify ongoing training, engagement and employee motivation requirements and action as appropriate

· Manage the quality of consumer engagement from a 3PL Call Centre

· Lead regular meetings at 3PL Call Centre to review day to day operation and to ensure the level of service meets required standards

· Manage the teams input to the CRM system ensuring the data is clean, detailed and categorised correctly in line with Group expectations

· Manage the quality of response to consumer and retailer, identifying areas of development for individuals / team, feeding back and ensuring improvements to service are made in line with expectations

· Provide feedback on quality issues to other departments in order to improve the quality of response with consumers and retailers as appropriate

Qualifications & Experience:

· Extensive experience in a Customer Service Supervisor role preferably within consumer product industry

· A sound knowledge of contact centre environment

· Experience of MI production, the ability to analyse data, provide insight and make recommendations based on findings

· Confident customer focus

· Ability to work well under pressure

· Proactive management skills

· Commercial awareness

· A thorough understanding of motivating a target driven team

· Excellent leadership, motivation, administration and personal organisational skills

· Strong verbal and communication skills at all levels, both internally and externally

· Effective stakeholder management (both internally and externally)

· Detail conscious

· Highly competent using Microsoft Word and Excel

· Ability to travel as and when required

· Driving Licence

· NVQ Level 4 Diploma Customer Service or equivalent - desirable

· Educated to A Level or equivalent standard with GCSE passes in English and Maths

· Coaching skills

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