45,966 Service Center Management jobs in the United Kingdom

About HONOR

HONOR is a leading global provider of smart devices. It is dedicated to becoming a global iconic technology brand and creating a new intelligent world for everyone through its powerful products and services. With an unwavering focus on R&D, it is committed to developing technology that empowers people around the globe to go beyond, giving them the freedom to achieve and do more. Offering a range of high-quality smartphones, tablets, laptops, and wearables to suit every budget, HONOR’s portfolio of innovative, premium, and reliable products enables people to become the better version of themselves. For more information, please visit HONOR online at HONOR United Kingdom (honor.com/uk/)

Job Title: Call Centre Manager

Job Location: Manchester / Liverpool (North-West)

Frequent business trips to various customer locations (including some international travel)

Contract Type: 1 year Fixed-term Contract(Renewal)

About the Role

In this exciting role, you will play a pivotal role in shaping the success of our brand's call center partners. You will be responsible for developing and delivering engaging training programs that equip new hires and existing representatives with the knowledge, skills, and behaviors to provide exceptional customer service that reflects our brand values but ultimately to drive sell out of our focus models.

This role will require extensive travel to various locations across the UK and internationally as some of our UK customers call centers are based abroad.

Our Head office is based in London where you will also be required to attend for important meetings and business updates.

Responsibilities

• Design, develop, and deliver comprehensive training programs on brand-specific products, services, policies, and procedures.
• Own the call center targets by retailer as your own KPI’s
• Build and design incentives with our internal departments to then own and drive with the retailers call center’s
• Facilitate interactive training sessions, incorporating a variety of methods such as classroom instruction, role-playing exercises, and e-learning modules.
• Coach and mentor new hires during their onboarding process, ensuring they are comfortable and confident in their ability to handle customer inquiries.
• Provide ongoing support and development opportunities for existing call center representatives, helping them improve their performance and stay up-to-date on the latest brand information with offers.
• Identify skill gaps within the team and develop targeted training initiatives to address them.
• Collaborate with call center management across multiple retailers in the UK and internationally who support the UK market, and leadership to ensure training programs align with overall business objectives and customer service goals.
• Stay current on brand developments, industry best practices, and customer service trends to continuously improve training content.
• Evaluate the effectiveness of training programs and make adjustments as needed.
• Review sales numbers by department to then target your focus by team (retentions/sales/webchat/inbound and outbound)

Qualifications

• Minimum 5 years of experience in call center training or a related field.
• Proven ability to develop and deliver engaging, interactive training programs.
• Strong understanding of adult learning principles and instructional design methodologies.
• Excellent communication, presentation, and interpersonal skills.
• Passion for our brand and a commitment to providing exceptional customer service.
• Experience working in a fast-paced, customer-service oriented environment (a plus).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Benefits

We offer a competitive compensation and benefits package, including:

• Friendly atmosphere and teamwork spirit
• Interesting and challenging international work environment
• Flexible, open-minded management and a dedicated team
• Opportunity for self-realization in a company with great potential

Why You'll Love Working Here

• Opportunity to make a real impact on the success of our brand's customer service experience.
• Dynamic and fast-paced work environment.
• Opportunity to develop your training and development skills.
• Be part of a team that is passionate about delivering exceptional customer service.

Ready to Join Our Team?

If you are a passionate and experienced trainer who is excited to make a difference, we encourage you to apply!

Please, send resume in ENGLISH version, thank you.

Start a new journey with HONOR to go beyond!

At Honor, we celebrate diversity & Inclusion and are committed to build teams that represent a variety of backgrounds, perspectives, and skills. Please send your CV and cover letter to

Please, send us your resume in English.

Start a new journey with HONOR to go beyond!

Please Read the Privacy notice:

• Develop and implement strategic operational plans to achieve business goals.
• Oversee daily operations, ensuring efficiency and effectiveness.
• Lead and mentor operations teams, fostering a high-performance culture.
• Drive continuous improvement initiatives using methodologies like Lean or Six Sigma.
• Manage operational budgets and resources effectively.
• Ensure compliance with all relevant regulations and standards.
• Collaborate with other departments to align operational strategies.
• Identify and implement process improvements and technological solutions.
• Monitor key operational metrics and report on performance to senior leadership.

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 10+ years of progressive experience in operations management.
• Proven track record of leading successful operational improvements and strategic initiatives.
• Strong understanding of supply chain, logistics, and process optimisation.
• Excellent leadership, communication, and interpersonal skills.
• Experience with financial management and budget control.
• Proficiency in relevant operational software and analytics tools.

• Develop, implement, and manage operational strategies and processes to drive business growth and efficiency.
• Oversee daily operations, ensuring smooth workflow and optimal resource allocation across various departments.
• Lead, mentor, and develop a team of operational managers and staff, fostering a high-performance culture.
• Analyse operational data and performance metrics to identify areas for improvement and implement corrective actions.
• Develop and manage operational budgets, ensuring cost-effectiveness and financial targets are met.
• Implement and maintain quality standards and best practices across all operational functions.
• Collaborate with other department heads to align operational activities with overall business objectives.
• Manage vendor relationships and supply chain logistics to ensure seamless operations.
• Ensure compliance with all relevant regulations, policies, and procedures.
• Drive continuous improvement initiatives, identifying opportunities for innovation and efficiency gains.
• Develop and manage key performance indicators (KPIs) for operational effectiveness.
• Prepare regular reports on operational performance for senior management.

• Bachelor's or Master's degree in Business Administration, Operations Management, or a related field.
• Significant experience in a senior management or leadership role within operations.
• Proven track record of successfully managing and improving business operations.
• Strong understanding of operational processes, supply chain management, and project management principles.
• Excellent leadership, team management, and interpersonal skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency in relevant business software and operational management tools.
• Excellent communication and presentation skills.
• Ability to develop and implement strategic plans.
• Experience in performance management and driving continuous improvement.

• Developing and executing strategic operational plans aligned with overall business objectives.
• Overseeing daily operations, ensuring smooth workflow and efficient resource allocation.
• Leading, mentoring, and developing a diverse team of operational managers and staff.
• Implementing and refining operational processes to enhance efficiency and reduce costs.
• Establishing key performance indicators (KPIs) and monitoring operational performance against targets.
• Managing operational budgets and ensuring financial accountability.
• Identifying and implementing best practices in operational management and quality control.
• Driving innovation and adoption of new technologies to improve operational capabilities.
• Ensuring compliance with relevant regulations and industry standards.
• Collaborating with other departments to ensure seamless integration of operations with business strategy.

• Develop, implement, and refine comprehensive operational strategies aligned with the company's long-term goals.
• Oversee all aspects of daily operations, ensuring seamless execution and efficient resource allocation.
• Manage operational budgets, monitor expenditures, and identify cost-saving opportunities.
• Lead and mentor operational teams, fostering a high-performance culture and promoting professional development.
• Drive continuous improvement initiatives, implementing best practices and innovative solutions to enhance productivity and quality.
• Establish key performance indicators (KPIs) for operational performance and track progress against targets.
• Develop and maintain strong relationships with key stakeholders, suppliers, and partners.
• Ensure compliance with all relevant regulations, policies, and industry standards.
• Oversee risk management strategies and implement measures to mitigate operational risks.
• Report on operational performance to senior leadership, providing insights and recommendations for strategic decision-making.

• Develop and implement strategic operational plans to enhance efficiency, productivity, and service quality across all business units.
• Oversee and manage day-to-day operational activities, ensuring alignment with company goals and objectives.
• Lead, mentor, and develop a high-performing team of operations managers and staff.
• Establish key performance indicators (KPIs) and metrics to monitor operational performance, identifying areas for improvement.
• Drive continuous improvement initiatives using methodologies such as Lean, Six Sigma, or Agile.
• Manage budgets and financial performance for the operations department, ensuring cost-effectiveness.
• Ensure compliance with all relevant industry regulations, safety standards, and company policies.
• Foster strong relationships with internal stakeholders and external partners to ensure smooth supply chain integration.
• Implement and leverage technology solutions to optimise operational workflows and data management.
• Lead change management processes to facilitate the adoption of new operational strategies and systems.

• MBA or Master's degree in Operations Management, Supply Chain Management, Business Administration, or a related field.
• A minimum of 10 years of progressive experience in operations management, with at least 5 years in a senior leadership role.
• Proven track record of successfully managing large-scale operations and driving significant improvements in efficiency and cost reduction.
• Extensive knowledge of supply chain management, logistics, and operational best practices.
• Experience with Lean Manufacturing, Six Sigma, or other process improvement methodologies is essential.
• Strong financial acumen and experience managing departmental budgets.
• Excellent leadership, strategic thinking, and problem-solving skills.
• Exceptional communication, negotiation, and interpersonal abilities.
• Proficiency in relevant operational software and data analysis tools.
• Ability to lead and motivate remote teams effectively.

• Develop and implement operational strategies to align with the company's overall business objectives.
• Oversee and manage all aspects of daily operations, including logistics, supply chain, warehousing, and customer service.
• Lead, mentor, and develop a high-performing operations team, fostering a culture of accountability and continuous improvement.
• Drive efficiency and cost-effectiveness through process optimisation, automation, and resource management.
• Establish and monitor key performance indicators (KPIs) to measure operational performance and identify areas for enhancement.
• Ensure compliance with all relevant health, safety, environmental, and regulatory standards.
• Manage operational budgets, forecasting, and financial reporting.
• Collaborate with other departments, including sales, marketing, and finance, to ensure cohesive business operations.
• Identify and implement best practices in operational management and supply chain logistics.
• Manage relationships with key suppliers, vendors, and third-party logistics providers.
• Lead strategic projects aimed at enhancing operational capabilities and service delivery.

• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field; MBA or relevant Master's degree is a plus.
• Minimum of 7-10 years of progressive experience in operations management, preferably within the logistics or transportation industry.
• Proven track record of successfully leading and managing large operational teams.
• Strong understanding of supply chain management, lean principles, and process improvement methodologies.
• Excellent leadership, strategic planning, and decision-making skills.
• Proficiency in operational software and data analysis tools.
• Exceptional communication, negotiation, and interpersonal skills.
• Ability to work effectively in a hybrid environment, balancing remote and office-based responsibilities.
• Demonstrated ability to manage budgets and drive financial performance.