- Postes vacants:
- 1 poste ouvert
- Type d'emploi désiré :
- CDI
- Experience :
- 5 à 10 ans
- Rémunération proposée :
- Confidentiel
- Langue :
- Anglais
- Genre :
- Indifférent
Description de l'emploi
About National Pen
In business for over 50 years, National Pen is a world-class provider of personalized marketing solutions. We offer high value/low cost branded marketing products to small and medium businesses through multiple channels, with low minimum order quantities and high levels of customer care. National Pen operates across 10 locations globally with facilities in Europe, North America, Africa, and Asia and employee over 3500 people through our multi-channel business.
In December 2016 National Pen Corporation was acquired by Cimpress N.V., a leader in mass customisation. Cimpress employs 10,000 people across 30 countries globally and offers a portfolio of more than 20 successful brands including Vistaprint, National Pen, Albelli, Drukwerkdeal, Pixaprinting, Exprint and WIRmachenDruck.
Overview of Role:
We are looking for a skilled Operation Contact Centre manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well organized and productive.
An excellent Operation Manager must be an organized, reliable and results-driven professional. The candidate must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.
As an Operation Contact Centre manager, you must also have excellent customer service and communication skills.
The goal is to do everything possible to attain goals and achieve great results for our company.
What you will do:
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Hire, coach and provide training to personnel to maintain high standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, Revenue, Upsell Conversion, Bad debt rate)
- Prepare reports for different departments or upper management
- Telesales Data management – this includes data refresh and assignment and liaising with data analysts to ensure that data is optimized for the generation of revenue to meet and exceed budget targets.
- Full understand of Data: segmentation, calling campaign, Data evaluation based on Workflow performance
- Telesales Campaign Management – Identify through data analysis and sales performance on which workflows and campaigns to set up. This involves working with marketing to agree campaign offers.
- Customer Service – Support the Customer Service Team and have a full understanding of Customer Service challenges
- Upselling – Support Upselling Team to achieve KPIs Targets and maximise conversion rate combined with excellent quality
- Training – Coordinating the Training of all agents.
- Mentoring of supervisors, creation and management of coaching plans for sales areas.
- Quality – working with Quality department to ensure optimal quality standards are maintained.
- Finance – working with finance to ensure that bad debt is kept to a minimum and prepayments are made in line with company policies.
Exigences de l'emploi
What we need from you:
- Bachelor’s Degree preferred
- 8+ years experience in contact center environments
- 5+ years experience in managing contact center sales teams
- Experience in Sales is required
- Knowledge of performance evaluation and customer service and Sales metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- High school diploma or equivalent; Higher degree in a relevant Business discipline will be appreciated.
Date d'expiration
22/07/2020