Sales and Service Hub Manager - Sales Support
Sales and Service Hub Manager - Sales Support
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Job Description
Ensure a positive channel experience for the customer and efficient low-cost operations by leading the Sales & Service Hub (SSH) Sales Support team to deliver on the brand promise and effectively resolve customer queries and complaints.
Key Responsibilities
- Provide leadership and direction to the SSH Sales Support team to ensure phone sales enquiries complaints customer experience is exceptional and prompt resolution of issues
- Develop the knowledge and capability of the teams using the brand service model targeted product training coaching and performance feedback
- Deliver effective contact centre operations across all channels and ensure compliance and regulatory standards are met
- Manage escalated concerns as required ensuring prompt and effective resolution of customer issues and communicate any improvement opportunities
- Develop standardised business rules operating procedures induction and training programs for the hub and ensure all team members are accredited
- Develop and refine key performance indicators and service level targets to inform channel effectiveness
- Ensure accurate forecasting and workforce planning to maximise productivity and deliver to call volume
- Deliver process improvements which reduce error maximise efficiencies and enhance the customer experience
- Build and maintain effective working relationships with internal and external stakeholders (i.e suppliers training)
- Manage and/or participate in relevant projects in line with requirements
Qualifications :
- At least 3 years experience in managing a large volume call centre team
- At least 2 years retail leadership experience is advantageous
- Familiar with call centre systems tools and reporting metrics
- Microsoft Office suite
Additional Information :
JB Hi-Fi Limited is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you dont meet 100% of the criteria) please dont hesitate to apply!
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
