Call Centre Team Manager

The Portfolio Group • Permanent • Manchester, Greater Manchester, England, United Kingdom • £35k / year • 6h ago

Portfolio are proud to be exclusively representing our HR Software & Employment Law client in their search for an Activation and Engagement Team Manager. You will manage a team of approx. 10 account managers who onboard new clients, introduce new products to clients and give unbeatable customer service. You will have experience in a similar industry, onboarding new clients, keeping engagement high and contributing to retention. Team leader experience is also required, monitoring performance, offering support and guidance in order to develop your people and all associated HR. If you are looking for a new challenge, please apply today and we'll be in touch!

Job Summary:

As an Activation & Engagement Onboarding Manager, you will be responsible for designing, implementing, and managing onboarding programs to ensure seamless integration of new customers, products, or services. Your primary goal will be to drive customer activation, engagement, and retention through effective onboarding strategies.

Supporting team members in delivering high standard onboards to newly engaged clients as well as our established clients

Working with and managing multiple teams within Activation & Engagement ensuring smooth transition through the client journey.

Reporting to the Head of activation & Engagement.

Day-to-day responsibilities include, but not limited to the below:

Manage multiple teams from Activation to Engagement to ensure a smooth transition during the client journey
Develop and guide the Activation Team to deliver minimum 80% activated clients.
Deliver a "best in class" service to all new and existing clients, producing work to an excellent quality and ensuring 100% task completion.
Develop and execute comprehensive onboarding strategies to drive customer activation and engagement
Collaborate with cross-functional teams to design and implement onboarding programs
Create engaging content, including email campaigns, tutorials, and guides to support onboarding
Analyse customer feedback and data to identify areas for improvement and optimize onboarding processes
Manage and track key performance indicators (KPIs) to measure onboarding success within your team.
Provide exceptional customer support and address customer concerns in a timely and professional manner
Look at overall client cancelations and look at YOY reduction, with suggesting ways to improve.
Improve client base logging in YOY, supporting with implementation of account manager models to support the client adoption and continuous engagement.
Conduct monthly/Bi-annual team 1-1 and appraisals, and be able to give constructive feedback, and help coach team members in line with company development.
Manage and track client journey and suggest and implement change to support adoption of the product and software.
Be able to look at and report on daily / weekly / monthly KPI's and look at where improvement can be made team and department wide, In order to support the company yearly objectives.

Requirements:

Strong understanding of customer onboarding principles and best practices
Excellent communication, project management, and analytical skills
Ability to work in a fast-paced environment and prioritize multiple tasks
Team management of 2 years
Proficiency in CRM software and data analysis tools

Benefits

Enhanced holidays - 25 days increasing to 27 after 2 years' service and 28 after 5 years' service (22 Days for Field Sales)
Private health care cover after 5 years' service
New business referral scheme
Access to Health Shield
Access to the EAP service
Refer a friend scheme
Paid birthday leave
Pension scheme contribution increasing to 5% after 5 years' service and again to 7% after 7 years' service
Group life insurance
Eye care contribution
Free fruit (office-based staff)
Travel Season Ticket loan scheme
Milestone recognition
Discounted products - Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
Park Inn 20% off food and drink
New Century food and drink discount
Revolution De Cuba food and drink discount
Cycle 2 Work scheme* after probationary period
On site Gym
Bright Exchange perks

51976LF

INDMANS

The Portfolio Group are acting on behalf of our client in recruiting for this position.

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