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Our National Telesales and Direct Sales Manager and Telesales Manager are looking for a Telesales Team Leader to implement training and development plans to help our Telesales Executives achieve KPIs. You will also be offering one-to-one coaching and monitoring outbound calls and emails.
* Provide briefings or communication to the team on updates, changes, or information that may affect them or support them in their roles.
* Resolve escalated queries from Telesales Executives.
* Review daily call SLA using Vonage.
* Review daily targets and KPIs through Salesforce, and report stats daily.
* Conduct audit checks on calls with Vonage and processes within Salesforce to ensure team compliance.
* Maintain alignment between field sales and telesales executives.
* Complete performance, KPI, and compliance reviews with telesales executives.
* Assist in training new starters.
* Manage daily activities of agents and escalate personnel issues to the Telesales Manager.
Qualifications
The successful candidate will have demonstrable experience in a similar environment, with team supervision skills and the ability to engage and motivate others.
Ability to thrive in a busy, fast-paced environment is preferred.
You should possess strong organisational skills and high attention to detail, along with:
* Effective handling of challenging conversations and escalations.
* Training experience with new starters.
* Data analysis skills to identify and rectify errors.
* Alignment with DPD’s core values: Passion, Respect, Honesty, Flexibility, Caring, and Accountability.
Additional Information
We value our people as the heart of our business and aim to recognize their contributions through various benefits, including:
* Holiday trading
* Enhanced maternity and paternity packages
* Free life assurance of 4x salary upon joining the pension scheme
* Free onsite parking
* Health Kiosks at all locations
* Vitality at Work program
* Discounted shopping with many retailers, including up to 5% off supermarket shopping
* Milestone days off to celebrate with family and friends
* Free eye tests and support with glasses costs
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