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: Depending on experience

Accountabilities:

  • Lead and drive the day-to-day operational execution of the call-centre from incoming Sales calls, Customer Service (pre/post departure), and Program Management changes, to deliver outstanding service to our customers in line with company SLA’s and KPI’s
  • Lead, develop and coach the call centre team to enhance their politeness, expertise, assistance and enthusiasm.
  • Direct line management responsibility for the team; delivery of probation and annual reviews, rota management, annual leave approval, etc.
  • Monitor and deliver 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.
  • Take the lead in handling all emergency situations relating to customers, and alerting all relevant operational teams.
  • Deliver expertise in company’s products and services, be very well oriented in the geography of Cyprus.
  • 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


Experience:

  • 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
  • Outstanding customer service skills with previous experience within a customer facing role, ideally within the Travel industry
  • Excellent relationship building & stakeholder management skills
  • Good understanding of Data Protection (GDPR)
  • Skilled in producing insightful reports for senior stakeholders
  • 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 meet targets
  • Ability to multi-task and manage time effectively
  • Ability to work in shifts for 24/7 emergency line


Skills and knowledge:

  • Excellent knowledge of English language, preferably native speaker
  • Any other languages would be an advantage
  • A keen interest and enthusiasm for Travel and Cyprus, providing a quality service to our customers.
  • Strong administration, organisational, time management skills
  • Proven Leadership skills
  • Excellent interpersonal skills and ability to communicate effectively with all internal and external customers
  • 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
  • Able to perform under pressure in a busy environment and in emergency situations
  • A responsible attitude including use of own initiative and adaptability
  • Willingness to learn all new technology software and applications.
  • Demonstrable experience with technology including power point, excel & word skills
  • Able to work under own initiative and self-confident to translate a “can do” mentality to others

 

Other information:

Candidates must be eligible to work in Cyprus

Date posted: First published 27 12/2020 – updated 09/03/2021

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

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