Direct message the job poster from HONOR

HONOR HR | Global Talent Acquisition | Recruitment Assistant | HRBP | Currently pursuing CIPD Level 7 | Strategic Marketing | Talent acquisition…

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. HONOR’s portfolio includes smartphones, tablets, laptops, and wearables.

Job Title: Call Centre Manager

Job Location: Manchester / Liverpool (North-West)

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

About the Role

In this role, you will shape the success of our brand's call center partners. You will develop and deliver 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 and supports sell-out of our focus models. The role involves extensive travel to various locations across the UK and internationally, as some UK-based call centers are abroad. Our Head Office is in London, where you will attend important meetings and business updates.

Responsibilities

• Design, develop, and deliver comprehensive training programs on brand-specific products, services, policies, and procedures.
• Own call center targets by retailer as your own KPIs.
• Build and design incentives with internal departments and drive with retailers’ call centers.
• Facilitate interactive training sessions using methods such as classroom instruction, role-playing, and e-learning modules.
• Coach and mentor new hires during onboarding to ensure confidence in handling customer inquiries.
• Provide ongoing development opportunities for existing representatives, keeping them up-to-date with brand information and offers.
• Identify skill gaps and develop targeted training initiatives.
• Collaborate with call center management across retailers in the UK and internationally to align training with business objectives and customer service goals.
• Stay current on brand developments and customer service trends to improve training content.
• Evaluate training effectiveness and adjust as needed.
• Review sales numbers by department and focus training 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 exceptional customer service.
• Experience in a fast-paced, customer-service oriented environment (a plus).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Benefits

• Competitive compensation and benefits package.
• Friendly atmosphere and teamwork spirit.
• Interesting and challenging international work environment.
• Flexible, open-minded management and a dedicated team.
• Opportunity for personal growth in a company with great potential.

Why You’ll Love Working Here

• Opportunity to impact the customer service experience across the brand.
• Dynamic and fast-paced work environment.
• Opportunity to develop training and development skills.
• Be part of a team passionate about 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 your resume in ENGLISH.

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Seniority level: Mid-Senior level

Employment type: Contract

We celebrate diversity and inclusion and are committed to building teams that represent a variety of backgrounds, perspectives, and skills.