Our vision at Get Licensed to become the UK’s most trusted Security Workforce Management Solution, and our mission is to change how good people find work by combining training and staffing.
Whilst the majority of customers book online, some prefer to book on the phone, and we have a telesales team in Karachi who sell to these customers.
We also have a team of customer service agents working hard to delight our customers. It’s the role of the General Manager to ensure that we are closing as many deals as possible, and are delivering a great customer service experience.
The best candidate for this role will have previous working and managing teams in a call center environment and will be excited by the opportunity to be a driving force in accelerating the growth of GL.
Responsibilities The General Manager will own the process from inbound and outbound telesales call, to all aspects of customer service, specifically once a trainee has booked onto a course, right up to when the trainee has completed their course and received their course completion certificate.
There are a number of key areas which are the responsibility of the General Manager :
Hire, coach, develop and performance manage the teams. Create a valued and respected training schedule. Ensure the highest possible standards and productivity are achieved.
Undertake regular call listening and other spot checks to ensure quality of all agent’s communications, and provide weekly feedback to all team members.
Keep ahead of industry’s developments and apply best practices to areas of improvement.
Regularly report back to management on numbers and realistic forecasts.
Achieve sales targets by successfully leading, managing and motivating the sales team
Lead by example, selling Get Licensed courses to customers on a daily basis, demonstrating best practice to the team.
Identify innovative methods for proactive outbound sales, creating a repeatable and scalable process for identifying and selling to new customers.
Continually develop and improve the sales strategy and methodology.
Drive the Customer Service team, continually implementing ideas to help improve the level of customer service.
Take ownership of customers' issues and complaints, and follow problems through to resolution.
Continually develop and improve the customer service processes and respective SLAs.
Identify customer service trends and determine system improvements to improve self-service capabilities, and propose methods to improve first contact resolution.
Identify call centre downtime and create value-add tasks to increase output.
Ensure course results, certificates and applications are updated / dispatched within the SLA.
Managing communications with customers in the event of course cancellations.
Requirements We are looking for a General Manager with significant experience in managing a call centre. The manager will be expected to be a hands-on manager, willing to roll their sleeves up and answer calls and make sales, as well as managing the team.
MBA / Bachelor’s Degree
Strong leadership and managerial skills
Ability to motivate the team effectively
Great written and verbal English
Polite, enthusiastic and warm telephone manner
Great communication skills and a professional manner
Effective listening skills
Positive attitude and a high level of empathy
Flexibility, able to embrace change, good at multitasking
Take ownership and responsibility for issues
Good problem-solving skills
Attention to detail
Good time management and organisational skills
Computer literate - able to utilise many different IT systems
Pay : Starting at 200K+ Benefits Benefits : Yearly bonuses, private health insurance, company laptop, free lunches on Friday in the office, free snack bar, training sessions in the UK by the company (yearly), learning & development opportunities by the company