Call Centre Operative

Document Sample
Call Centre Operative Powered By Docstoc
					Job Description template v2                                    created by Karen Jenkins 07.08.09



                                   JOB DESCRIPTION
    1. DETAILS
Job title:                    Call Centre Operative
Reporting to (Job title):     Sales Manager
Department:                   Sales
Direct Reports:               None
Location:                     High Wycombe, Stadium.
Hours:                        Shifts between 8:00am – 9.00pm 5 days per week. Events and
                              match-days as required.
FT / PT                       FT



    2. JOB PURPOSE
To ensure that customer’s needs both inbound and outbound are met in full via allowing
customers to purchase match tickets and ensuring that every opportunity is taken to upsell
to customers. To ensure that all set targets are met and achieved.


   3. ROLE OF DEPARTMENT

To ensure the commercial success of London Wasps and WWFC via ticket sales, inbound,
outbound, face to face or via the internet. Ensure the smooth running of match day
ticketing operations.


   4. KEY OBJECTIVES

         To deliver excellent customer service to each and every customer.
         To meet and achieve set monetary targets both on inbound and outbound sales.
         To build and maintain customer relationships at all times, building rapport
         To provide ad hoc services dependant on customer’s needs upselling and cross
          selling where necessary.
         Creation of information and reports from AV as required
         Ensure smooth running of match day ticketing operations




                                                                                    1|Page
Job Description template v2                                   created by Karen Jenkins 07.08.09




   5. MAIN DUTIES / RESPONSIBILITIES
    To ensure that call targets are achieved both inbound and outbound
    Generate new business from both planned sales activity and from maximising
      opportunities from each and every customer interaction.
    To ensure that sales / upsells and cross sell targets are met and achieved and every
      commercial sales opportunity is maximised.
    Maintain up to date information on all customer interactions within the CRM
      database.
    Ensure all ticket purchases are recorded correctly to maximise database efficiency
    Respond to and follow up sales enquiries by post and telephone.
    Carry out all call center functions in accordance with the agreed procedures and to
      the required standard.
    To meet and greet customers at the ticket office and deal with their requests.
    To receive and process internet orders and file as required
    To complete all team card functions as required
    To complete all AV reports as required
    To perform additional administration duties as required by your supervisor /
      manager, including but not limited to, filing, filling envelopes, and updating call
      center information in accordance with the successful operation of a professional
      Ticket office / call center.
    Follow the required procedures for data entry and comply with the data protection
      act at all times
    Any other reasonable management request.


   6. EQUIPMENT

       PC
       Land Line



   7.   SYSTEMS / SOFTWARE
       MS Office
       MS Outlook
       Audience View
       Adobe Photoshop elements




                                                                                   2|Page
Job Description template v2                                     created by Karen Jenkins 07.08.09


   8.   CORE SKILLS, KNOWLEDGE TRAINING AND EXPERIENCE REQUIRED
       Experienced within meeting and exceeding targets, daily, weekly and monthly.
       At least 2 years call centre experience ideally both inbound and outbound.
       Clear focus on high quality and excellent customer service.
       Clear desire to achieve.
       High level of verbal and written communication.
       Flexibility within working days / hours. Shifts until 8pm and weekend match days




   9. JOB DESCRIPTION AGREEMENT

Job Holders Signature:

                  DATE:


Managers Signature:

                 DATE:




                                                                                     3|Page

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:12
posted:7/30/2012
language:English
pages:3