Call Centre Manager – Cyprus

As Call Centre Manager, you will be responsible for leading our Sales and Customer Service team to ensure we provide exceptional service to our trade and direct customers. This is a new team, will be fast-paced, multi-faceted role with a wide range of responsibilities.

You will need to be an experienced manager with a strong track record in managing a call centre environment. You will need to share our passion for outstanding customer service whilst ensuring all customers receive the Biblio Travel expectation.

Job title: Call Centre Manager
Reports to: Director
Type of role: Permanent
Location: Cyprus, Larnaca office

Salary: 1850 Euros per month

Accountabilities:

  • Lead and drive the day to day operational execution of the call-centre to deliver outstanding service to our customers
  • Lead, develop and coach the call centre team to flourish their politeness, expertise, assistance and enthusiasm
  • Direct line management responsibility for the team; delivery of probation reviews, rota management, annual leave approval, etc.
  • Deliver and execute effective daily service levels for all contact channels (Live Chat, Emails, Phones)
  • Build strong relationships with key stakeholders across the business
  • Manage Quality Control feedback channels, communicate with agents and direct customers in person and take all measures to ensure the best services are provided and the customers are satisfied.
  • Personally involve in handling all emergency situations related to the customers, alarming all related operational teams.
  • Deliver expertise in company’s products and services, be very well oriented in geography of Cyprus.
  • Implement and deliver a strategic process to deliver company SLA and KPI’s
  • Identify key efficiencies and deliver change where required to improve sales and service standards in line with company SLA’s and KPI’s
  • Manage recruitment and on-boarding for new colleagues
  • Report daily, weekly and monthly KPI targets include sales, customer service, and agent performance reporting
  • Work within the team demonstrate clear leadership at all times


Experience:

  • Outstanding customer service skills with previous experience within a customer facing role, ideally within the Travel industry in Cyprus
  • Previous experience in leading & managing a team within a call centre environment
  • Previous experience in coaching, motivating & developing staff due to help them be the best they can be


Skills and knowledge:

  • Excellent knowledge of English language, preferably native speaker
  • Greek language would be an advantage
  • Good understanding of Data Protection (GDPR)
  • Very good knowledge of Cyprus tourism resources and infrastructure
  • Willingness to learn all new technology software and applications
  • Excellent interpersonal skills and ability to communicate effectively with all internal and external customers
  • Strong ethical standards & values with a drive to always do the right thing
  • Excellent phone and verbal communication skills along with active listening
  • Ability to work under pressure and manage time effectively
  • Ability to work in shifts for 24/7 emergency line
  • Self-motivated individual, highly disciplined work ethic, open-minded, adapt to different situations with an entrepreneurial spirit and will to be part of a team
  • Willingness to learn all new technology software and applications
  • Demonstrable experience with power point, excel & word skills


Other information:

Candidates must be eligible to work in Cyprus

Date posted: 23/12/2020

To apply, simply email your CV and covering letter to: careers@bibliotravel.co.uk

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