Call Center Manager

About HONOR

HONOR is a leading global provider of smart devices. It is dedicated to becoming a global iconic technology brand and creating a new intelligent world for everyone through its powerful products and services. With an unwavering focus on R&D, it is committed to developing technology that empowers people around the globe to go beyond, giving them the freedom to achieve and do more. Offering a range of high-quality smartphones, tablets, laptops, and wearables to suit every budget, HONOR’s portfolio of innovative, premium, and reliable products enables people to become the better version of themselves. For more information, please visit HONOR online at HONOR United Kingdom (honor.com/uk/)

Job Title: Call Centre Manager

Job Location: Manchester / Liverpool (North-West)

Frequent business trips to various customer locations (including some international travel)

About the Role

In this exciting role, you will play a pivotal role in shaping the success of our brand's call center partners. You will be responsible for developing and delivering engaging training programs that equip new hires and existing representatives with the knowledge, skills, and behaviors to provide exceptional customer service that reflects our brand values but ultimately to drive sell out of our focus models.

This role will require extensive travel to various locations across the UK and internationally as some of our UK customers call centers are based abroad.

Our Head office is based in London where you will also be required to attend for important meetings and business updates.

Responsibilities

• Design, develop, and deliver comprehensive training programs on brand-specific products, services, policies, and procedures.
• Own the call center targets by retailer as your own KPI’s
• Build and design incentives with our internal departments to then own and drive with the retailers call center’s
• Facilitate interactive training sessions, incorporating a variety of methods such as classroom instruction, role-playing exercises, and e-learning modules.
• Coach and mentor new hires during their onboarding process, ensuring they are comfortable and confident in their ability to handle customer inquiries.
• Provide ongoing support and development opportunities for existing call center representatives, helping them improve their performance and stay up-to-date on the latest brand information with offers.
• Identify skill gaps within the team and develop targeted training initiatives to address them.
• Collaborate with call center management across multiple retailers in the UK and internationally who support the UK market, and leadership to ensure training programs align with overall business objectives and customer service goals.
• Stay current on brand developments, industry best practices, and customer service trends to continuously improve training content.
• Evaluate the effectiveness of training programs and make adjustments as needed.
• Review sales numbers by department to then target your focus by team (retentions/sales/webchat/inbound and outbound)

Qualifications

• Minimum 5 years of experience in call center training or a related field.
• Proven ability to develop and deliver engaging, interactive training programs.
• Strong understanding of adult learning principles and instructional design methodologies.
• Excellent communication, presentation, and interpersonal skills.
• Passion for our brand and a commitment to providing exceptional customer service.
• Experience working in a fast-paced, customer-service oriented environment (a plus).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Benefits

We offer a competitive compensation and benefits package, including:

• Friendly atmosphere and teamwork spirit
• Interesting and challenging international work environment
• Flexible, open-minded management and a dedicated team
• Opportunity for self-realization in a company with great potential

Why You'll Love Working Here

• Opportunity to make a real impact on the success of our brand's customer service experience.
• Dynamic and fast-paced work environment.
• Opportunity to develop your training and development skills.
• Be part of a team that is passionate about delivering exceptional customer service.

Ready to Join Our Team?

If you are a passionate and experienced trainer who is excited to make a difference, we encourage you to apply!

Please, send resume in ENGLISH version, thank you.

Start a new journey with HONOR to go beyond!

At Honor, we celebrate diversity & Inclusion and are committed to build teams that represent a variety of backgrounds, perspectives, and skills. Please send your CV and cover letter to [email protected].

Please, send us your resume in English.

Start a new journey with HONOR to go beyond!

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