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!
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