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- Tasks: Lead training programs for call centre staff to enhance customer service skills.
- Company: HONOR is a global tech brand focused on innovative smart devices.
- Benefits: Enjoy a friendly team atmosphere, flexible management, and international work opportunities.
- Why this job: Make a real impact in customer service while developing your training skills in a dynamic environment.
- Qualifications: 5+ years in call centre training with strong communication and instructional design skills required.
- Other info: Frequent travel across the UK and internationally; must attend meetings in London.
The predicted salary is between 36000 - 60000 £ per year.
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 (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)
Contract Type: 1 year Fixed-term Contract(Renewal)
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 Yikhinma@honor.com.
Please, send us your resume in English.
Start a new journey with HONOR to go beyond!
Please Read the Privacy notice:
https://agreement.itsec.hihonor.com/asm/agrFile/getHtmlFile?agrNo=1346&country=gb&branchId=0&langCode=en-us
Call Center Manager employer: HONOR
Contact Detail:
HONOR Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Center Manager
✨Tip Number 1
Familiarise yourself with HONOR's product range and brand values. Understanding their commitment to innovation and customer service will help you align your training strategies with their goals, making you a more attractive candidate.
✨Tip Number 2
Network with current or former employees of HONOR, especially those in training or management roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare to discuss specific examples of successful training programmes you've developed in the past. Highlighting your ability to create engaging content and measure its effectiveness will demonstrate your expertise and fit for the role.
✨Tip Number 4
Stay updated on the latest trends in customer service and training methodologies. Being knowledgeable about industry best practices will show your commitment to continuous improvement and your readiness to contribute to HONOR's success.
We think you need these skills to ace Call Center Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Call Center Manager position at HONOR. Understand the key responsibilities and qualifications required, so you can tailor your application accordingly.
Craft a Tailored CV: Highlight your relevant experience in call center training or management. Use specific examples that demonstrate your ability to develop and deliver training programs, as well as your understanding of customer service principles.
Write a Compelling Cover Letter: In your cover letter, express your passion for the brand and your commitment to exceptional customer service. Mention how your skills align with the company's goals and how you can contribute to their success.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at HONOR
✨Research the Company
Before your interview, take some time to learn about HONOR and its products. Understanding their brand values and recent developments will help you align your answers with what they are looking for in a Call Centre Manager.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-life situations in a call centre environment. Prepare examples from your past experience where you successfully trained staff or improved customer service outcomes.
✨Showcase Your Training Skills
Since the role involves developing training programmes, be ready to discuss your approach to training and how you engage participants. You might even want to prepare a mini-presentation to demonstrate your training style.
✨Highlight Your Communication Skills
As a Call Centre Manager, excellent communication is key. Be sure to provide examples of how you've effectively communicated with teams and management in the past, and how you plan to foster open communication in your new role.
