Call Centrum Manager

To oversee the Supplier Telephone Account Management (STAM) function in one of our hub locations (Bratislava). Providing a seamless customer experience from onboarding new suppliers to our communities, through ongoing customer contact, scheduling, and renewals. Your aim will be to increase sales effectiveness, ensure high levels of data quality, maximize the value suppliers get from the service and drive customer retention. You’ll oversee pipeline allocation and scheduling and monitor the forward plan to ensure KPI’s are achieved.

PLANNING & ORGANISATION
• Develop resource utilisation plans which enable the STAM team to meet their 4 key objectives of, supporting new campaigns, improving and maintaining data quality standards, ensuring suppliers gain maximum value from their subscriptions and driving up customer retention
• Track and monitor key performance indicators to understand efficiency and effectiveness of teams, and individual team members using CRM, telephony and other management information available
• Ensure team members understand and follow agreed processes and procedures
• Work with Planning & Support to understand longer term capacity requirements for new campaigns, audit activities, in-life support work and renewals, and ensure necessary resources are available, including planning for recruitment, holidays, sickness cover, etc
• Work with Marketing teams to design effective acquisition, engagement and retention campaigns for supplier communities within the country, with a particular focus on ‘implement-ability’ and local cultural considerations
• Support the Global SAM function (Global Head of SAM), into the transition of the new STAM model for the office in Bratislava

LEADERSHIP
• Successfully lead the Supplier Telephone Account Management Team within your hub, ensuring excellent delivery of end to end account management services to new and existing Suppliers, as well as providing Buyer support as needed
• Ensure each team meets its targets and work with your direct reports to ensure work is executed in line with the plan
• Cultivate talent to develop your team, acting as mentor and point of escalation for any issues
• Support and challenge your team to enable ongoing customer satisfaction and revenue growth
• Identify challenges or opportunities faced by your teams, and use these to improve processes both within the hub location, and the global Telephone Account Management function

STAFF DEVELOPMENT
• Work closely with the Buyer Account Management teams, Marketing and other key members of the Commercial teams, to identify messages and knowledge to be cascaded to your teams
• Facilitate the flow of relevant information and communications to Telephone Account Managers, ensuring they are equipped with all knowledge required to ensure our Suppliers get the most from our service offering
• Develop and coach the team to improve product and industry knowledge and maximise both individual and company-wide potential
• Track and monitor your team’s performance and identify areas for improvement and commendation
• Provide coaching and guidance for your team, enabling them to create the right opportunities to increase Customer retention
• Focus on challenging and supporting your team in building rapport and trust with clients, enabling ongoing customer satisfaction and revenue growth
• Ensuring effective processes and systems are implemented across the site to enable efficient and effective operations

PERFORMANCE MANAGEMENT
• Participate in recruitment interviews and support the Team Leaders with induction programmes, to enable new team members to gain the knowledge and skills to become productive members of the team
• Understand performance improvement and career development needs of your direct reports and provide coaching interventions to help them improve
• Deliver regular performance reviews for team leaders in line with the Achilles Performance Management process, and support them in managing the performance of their teams

Telecommunications

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