Are you skilled at leading a team to consistently meet and surpass targets? You could be the perfect fit as an SME Sales Operations Team Manager based at our Manchester office, in the iconic Salford Quays!
This is 12-Month Maternity Cover Fixed Term Contract
You'll lead a dynamic group of specialists handling inbound and outbound communications to achieve exceptional levels of performance. The SME Team Manager will coach and develop leadership qualities in contact centre agents and Seniors, and share best practice with peers and Senior Managers to drive continuous improvement across the whole contact centre. This involves not only guiding your team to meet their individual and collective targets but also implementing strategies to enhance retention. You'll create a supportive and motivating environment where team members are encouraged to perform at their best, embodying RAC’s commitment to exceptional service.
This is a full-time role working Monday – Friday 09:00 – 17:00 (occasional 08:00 starts when required).
What you’ll be doing:
1. Ensure products are sold in a compliant manner, and that we treat our customers fairly in all our activities
2. Implementing operational standards in line with RAC values and ensure effective management of colleagues to meet and exceed commercial objectives
3. Consistently achieving personal and departmental performance numbers in line with operational targets
4. Review and act on quality feedback from the QA team to identify trends and address risk areas
5. Develop and implement effective sales strategies
6. Achievement of Key Performance Indicators for acquiring and retaining customers
7. Deliver structured and engaging one to one coaching which positively influences the teams sales performance
8. Establishing a customer-centric culture within your team and department by treating demands from both new and existing clients well and taking charge of resolving issues at the initial point of contact
9. Ensure that all coaching is documented effectively, and coaching sessions are followed up regularly
10. You will be required to deliver outstanding levels of customer service whilst achieving sales, productivity and retention targets
11. Be proactive in offering solutions to enhance procedures that promote the growth and general competency of colleagues
12. Manage the retention of your team to ensure we retain the right skills and performance
13. Promote a positive attendance culture and manage cases of absence and lateness
To be the best, we want the best. We’re looking for a Team Manager that has:
14. Experience of working in a sales results driven contact centre for a high-profile, fast-paced customer service focussed environment
15. Previous experience of coaching/training within a Sales or contact centre environment
16. Experience managing teams to accomplish business performance goals across a wide range of products and KPIs in a multi-functional sales contact centre, both incoming and outbound
17. Proven track record of coaching and developing individuals to drive performance improvements across a range of business and people metrics
18. Proven track record in sales with a focus on results
19. Strong people leadership with the ability to adapt your coaching or management style to individuals to get the best results from your team
What can we offer in return?
20. Bonus scheme with additional earning potential up to 30% OTE monthly
21. Competitive rewards package
22. A first-class, comprehensive training programme to enhance your skills and behaviours to ensure you become a great manager!
23. A fantastic career framework, with solid support and a clear plan, allowing everyone to progress within this ever-growing business.
Benefits and rewards:
At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:
24. Eligibility to join our bonus scheme
25. Holidays - 25 & bank holidays
26. Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings
27. 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering
28. Family leave support including paid time off, flexibility and resources to help balance work and family commitments
29. Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household
30. Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options
31. FREE RAC Ultimate Complete Breakdown Service from Day One
32. Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more
33. FREE onsite parking
When you join us you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together’. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus! Together we are all #OrangeHeroes. Come and be a part of our journey!
We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.