Outbound Contact Centre Manager
Direct Reports: Approximately 8–12 Advisors
Location: Remote
Core Hours: 2pm – 10pm (35-hour week)
Travel: Occasional all‑expense paid travel to South Africa (one/two times a year) and to London (three/four times a year)
The Solutions Advice team is the engine of MVF’s Customer Engagement function. We deliver high‑quality, sales‑ready business opportunities for our clients through consultative, data‑led conversations with customers around the world.
Our Advisors are experts in building trust and understanding— not just generating leads, but creating long‑term value by helping customers make confident, informed decisions.
The Team Leader role sits at the heart of this function. You’ll drive performance through coaching, analytics, and leadership excellence—helping your Advisors deliver world‑class outcomes while developing them into confident, capable professionals.
The Role
As a Team Leader, you will manage a team of 8‑12 Solutions Advisors in a fast‑paced, insight‑driven environment. You’ll lead by example, combining commercial focus with empathy and coaching excellence.
Your role will balance operational delivery with people development, using tools like speech analytics (CallMiner), performance dashboards and the Quality Performance Scorecard (QPS) to help your team achieve their full potential.
You’ll partner closely with peers, senior leadership and cross‑functional teams (Product, Data, Marketing, QA and Compliance) to continually refine how we engage with customers and improve conversion, productivity, and customer experience.
Key Responsibilities
* Lead, motivate and develop a team of Advisors to achieve commercial and quality‑based KPIs.
* Deliver structured weekly 1:1s, coaching sessions and team meetings that drive improvement in behaviour, quality and performance.
* Use speech analytics insights to identify patterns and create targeted coaching plans.
* Role‑model our values and culture, driving accountability, resilience and professionalism.
* Ensure Advisors understand how their performance connects to broader commercial outcomes.
Performance & Commercial Management
* Analyse data daily to understand trends, opportunities, and risks driving proactive actions to optimise team output.
* Deliver and exceed team targets across Revenue per Hour (RPH), On‑Call %, QA, and Conversion metrics.
* Use data storytelling to connect Advisor performance to client and business outcomes.
* Collaborate with peers and leadership to trial and scale new approaches to dialling strategy, segmentation and conversion.
* Ensure adherence to compliance standards and accurate data entry across all systems.
Operational Excellence
* Oversee daily workflow and ensure Advisors are focused on high‑value activity throughout the day.
* Drive high On‑Call % and productivity through active monitoring, daily feedback and positive reinforcement.
* Ensure consistency in processes, coaching documentation and adherence to reporting standards.
* Manage team attendance, scheduling and absence reporting effectively, maintaining high engagement and accountability.
* Support onboarding and ramp‑up of new Advisors, ensuring smooth integration and fast progression to target.
* Partner with QA, Product and Data teams to improve lead quality and operational visibility.
* Share insights from Advisor performance and customer interactions to help refine products, campaigns and marketing messaging.
* Identify and champion innovation opportunities that enhance customer experience, efficiency or performance.
* Contribute to cross‑functional initiatives that drive transformation across the Solutions Advice function.
What Success Looks Like
* Team consistently achieves or exceeds monthly performance targets across Revenue, QA, Conversion and Productivity.
* Advisors receive weekly coaching informed by data and QPS insights.
* Team engagement reflect strong leadership and development culture.
* High‑quality output with reduced refund and dispute rates.
* Positive recognition from peers and leadership for proactive problem‑solving and collaboration.
* Strong pipeline of internal talent ready for development into senior Advisor or leadership roles.
Our Ideal MVFer
* Proven experience leading a high‑performing outbound or consultative sales/contact centre team.
* Deep understanding of sales psychology, coaching and motivational leadership.
* Strong analytical mindset. Comfortable interpreting data to make decisions and tell a performance story.
* Skilled in performance management, feedback and behavioural coaching.
* Passionate about developing people and creating a high‑energy, accountable culture.
* Resilient and adaptable, who thrives in a fast‑paced, evolving environment.
* Confident communicator who inspires trust and engagement across all levels.
* Curious, commercially astute and committed to continuous improvement.
Why MVF?
* Be part of a high‑performance, innovation‑led team that’s redefining how customer engagement is done.
* Access to cutting‑edge tools and AI‑driven insight.
* Genuine career development opportunities— from coaching specialists to operations leadership.
* A collaborative, supportive environment where ideas and initiative are valued.
* Fully remote working.
* 2‑week work from anywhere policy.
* Occasional travel to South Africa.
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