Telesales Team Manager
Working in a busy outsourced Call Centre the Telesales Team Manager will be responsible for day-to-day management of a team of 8-10 Lead Generation agents and will be responsible for driving sales and ensuring individual/team targets and KPI’s are met, including sales results, productivity and call quality. Management of sales process and overall Independent telesales performance and staff.
Tasks & Responsibilities
* Lead and motivate all team members to achieve their set monthly KPI’s, including sales results, productivity and call quality.
* Conduct regular coaching sessions that have impact on both sales delivery and call quality.
* Complete regular performance reviews inclusive of PDP & Performance management meetings
* Carry out 1:1’s, personal development plans and performance reviews.
* To provide relevant training ensuring ongoing staff needs are met and planned for.
* Effectively manage both absence and annual leave to deliver maximum output
* Creation of sales materials including scripts and coaching materials
* Hold regular team meetings and ensure communication of business needs and requirements.
* Monitor, track, analyse, report, forecast and communicate achievement against SLA’s and KPI’s.
* Carry out call quality monitoring to ensure delivery exceeds expectation.
* Regularly review process improvements, including operational risks and workflows to ensure efficient and effective processes are implemented and adopted.
* Use initiative to create sales incentives with a view to driving performance improvement
* Understand all aspects of the sales process and where appropriate undertake tasks within the process
* Ensure Salesforce is kept up to date and used effectively to drive sales performance
* Ensuring that all reports are submitted as required in a timely manner.
* Recognise and reward success
* Additional duties may be assigned or existing duties may alter as the role evolves
Knowledge/Skills/Qualifications
* ‘C’ Grade or above in both Maths and English at GCSE or equivalent
* At least 2 years experience of managing a sales team
* Management of a team within a contact centre
* A Professional Self-motivated individual, with excellent communication and listening skills
* Accuracy and attention to detail
* Exceptional time management skills
* Experience of CRM Systems (ideally Salesforce) and the Microsoft packages – Excel/Word
* Solid understanding of key performance metrics and performance management techniques
* Strategic and analytical approach to business
Interested in finding out more?
To apply for this role, please apply now.
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