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Call Centre Manager

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Sports Recruitment, Executives in Sport
+44 (0) 203 6 574 574

Job Details

Portsmouth 4 Castle View, Trafalgar Wharf Hampshire PO6 4PX

Call Centre Manager

2019-10-18 15:27:09 2020-01-18 Executives In Sport Group

Ref: 33177

  • Location:

    Manchester

  • Salary:

    Competitive

    GBP
  • Type:

    Permanent

Job Description:

One of the world’s leading sport and entertainment venues are actively seeking a Call Centre Manager / Customer Service Manager to ensure exceptional levels of sales and service. You’ll be an experienced Call Centre Manager and used to managing daily operations and workflows in efficient and cost effective ways.

Responsible for directing customer service agent workflow across phone, e-mail and face to face support, you’ll handle complaints from visitors who may be buying tickets, merchandise or taking tours of the venue. You’ll have specific goals to meet in terms of increasing visitor satisfaction and ensuring agents meet weekly, monthly and quarterly targets.

Due to the nature of the sports industry, you will be required to regularly work evenings and weekends.

The Skills / Experience you’ll need;

  • Strong customer service / call centre / contact centre experience
  • Proven ability to lead, coach and develop high performing CS teams
  • Strong in customer interactions and issue resolution
  • Able to create and deliver processes that deliver great results for customers
  • A true sense of ownership and responsibility
  • Comfortable working with CRM systems and Microsoft products

What you’ll be tasked with;

  • Daily supervision of the call centre team and processes
  • Managing call flow processes
  • Strategic planning and tactical oversight
  • Developing standards, processes and procedures for customer service triage
  • Monitoring and maintain service levels and service level agreements
  • Employee development, performance management, succession planning
  • Striving to continually improve the customer experience through industry leading benchmarking
  • Compiling monthly reports with daily metrics

The role ideally suits someone with strong customer service experience in a first-class environment call centre / contact centre environment. Experience in sport or entertainment venues would be a definite advantage.

To apply please press the apply button or get in touch with Tom at The Executives in Sport Group for an informal discussion.  

Please note that shortlisted candidates will be contacted within 72 hours of application and due to the volume of applications received, we are unable to provide specific feedback on unsuccessful applications

Tom Beswick

Tom Beswick

Consultant

0203 6 574 574

tom@eisg.com

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