Job Description
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 (hihonor.com)
Title: Call Centre Manager
Job Location: Reading, UK (will move to London in H2 2024, 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 behaviours to provide exceptional customer service that reflects our brand values. Ultimately you propel sales of our focus models by actively taking part in the sales process.
This role will require extensive travel to various locations across the UK and internationally.
Responsibilities
- Design, develop, and deliver comprehensive training programs on brand-specific products, services, policies, and procedures.
- Responsible for the call center targets by retailer as your own KPI’s.
- Build and design incentives with our internal departments to then drive them with the retailer.
- Facilitate interactive training sessions, incorporating a variety of methods such as classroom instructions, 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.
- 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 up to date 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 of 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 your resume in ENGLISH version, thank you.
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https://agreement.itsec.hihonor.com/asm/agrFile/getHtmlFile?agrNo=1346&country=gb&branchId=0&langCode=en-us