Due to expansions of our clients current commitments, we are currently seeking customer focused, Home Based Customer Experience Managers.
Your team will be dealing with customers who in one way or another, have had issues with the services provided or have seen an offer and wish to disconnect or discontinue their current services with the client.
Our client has been operating virtual contact centres for nearly 10 years now in the US, where BPO or Telecommuting is vastly growing beyond all expectations. With major companies such as BT, The AA, Boots, Sky, and EDF Energy having set up their own virtual contact centres, where some staff have the option take calls from home, you can rest assured BPO and telecommuting is here to stay!
We therefore require 3 Customer Experience Managers (CEM's) who have held managerial roles from within a large scale call centre, who wish to work from their own home, on their own terms. This is a full time role (40 hours per week), you will get to choose the hours (minimum 4 hours per shift) per shift you wish to work and pick your days off, subject to approval. Having the flexibility to cater for peaks in business if required would be of great benefit.
We also require candidates to have AT LEAST 12 months EXPERIENCE of managing a inbound customer service campaign from within an inbound call centre from a banking, utilities, telecoms, or accounts based team. You will ideally have experience of Siebel Systems CRM software, experience of Call queue wall boards, call statistics reporting, AS400 systems, ensuring clients KPI's and SLA's are being met without lacking in quality. Having some telecommuting experience would be ideal, however this is not a pre-requisite.
To be eligible, you MUST own a PC with working DVD drive(either laptop or desktop), with access to an ETHERNET (wired) internet service, (Our client does not support WI-Fi or mobile broadband), A landline telephone ( mobile phones are NOT supported) and quiet room to undertake your duties. You must also have the right to work full time and remain in the UK indefinitely.
No call charges to your telephone!
Noise level, line quality and line feature tests will be undertaken, along with a question/ answer interview based assessment.
Our clients will provide a free headset telephone system, custom work operating system, e-mail system and discounts off various high-street retailers while under their employment.
You must also have a 5 year checkable work or back to education history, Be CRB clear and be able to complete a credit reference check to the clients satisfaction. Any CCJ's, Bankruptcies, or defaults within the last 6 years will not necessarily bar you from employment, however some types will. If you have any doubts, please surrender any details when making your application.
Remuneration is negotiable and dependent on experience, however expect a total OTE package of up to £45,750 P/A, Including team commissions, yearly bonus, other incentives and a team budget to spend on prizes and other gifts for top performers, outstanding achievers and other such awards.
Although this role is home based, there will be an initial residential course lasting 14 days based in Basingstoke. A fully prepaid accommodation, food and company car package is available for the residential course, so you can meet middle management, directors and get full training on all client processes and systems they use
Please note, due to very strict eligibility criteria and increasing numbers of applying candidates, if you do NOT outline your experience, skills and why you meet the criteria, your application will not proceed to the next stage!!