This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
Bestpets is the UK’s leading pet product wholesaler offering over 8000 lines available in 17 depots nationwide. We are now seeking a Contact Centre Manager to develop our existing remote team whilst also establishing a new team hub in Sheffield. This is a new opportunity to join our team and make an impact by implementing new technology and developing best practice ways of working, whilst coaching the team to increase up selling opportunities.
Job Responsibility:
Lead, coach, and support a team of 12–15 remote and on site based Telesales Representatives
Encourage and drive upselling of promotional activity during interaction with customers
Support the team in delivering excellent customer service, resolving general customer queries efficiently and professionally
Interact with customers to understand trading patterns and identify opportunities to grow revenue
Monitor call quality, sales activity and productivity against defined KPIs
Lead the team to include coaching, feedback, and performance reviews to ensure consistent delivery of targets
Foster a positive and collaborative team culture to include a remote working structure
Work with suppliers and internal stakeholders to identify and implement monitoring, reporting, and KPI systems
Use expertise to lead the development of a new contact centre hub in the Sheffield area, including onboarding and developing a new team
Establish and communicate clear targets, call activity standards, and performance frameworks
Develop and maintain strong relationships with internal teams and key stakeholders
Requirements:
A strong leader with proven experience gained within a contact centre environment with strong emphasis on customer service and upselling opportunities
Proven ability to coach, motivate, and develop a team
Experience managing remote teams
Commercial awareness with a track record of driving sales performance and upselling
Experience of call monitoring processes, CRM and KPI tracking systems
Excellent communication, organisational, and problem-solving skills
Organised and proactive with the ability to manage multiple priorities
Excellent stakeholder engagement, confident communicating at all levels