Join Our Team as an SME Sales Operations Team Manager!
Are you a natural leader with a knack for guiding teams to exceed targets? If so, we want you to be part of our vibrant team at our Manchester office, located in the iconic Salford Quays!
This is a 12-Month Maternity Cover Fixed Term Contract.
As the SME Team Manager, you will lead a dynamic group of specialists handling inbound and outbound communications, driving exceptional performance. Your role will involve coaching and developing leadership qualities in contact centre agents and seniors, while sharing best practices with peers and senior managers to foster continuous improvement across the contact centre.
You'll create a supportive and motivating environment where team members are encouraged to excel, embodying RAC’s commitment to exceptional service.
Working Hours
This is a full-time role, working Monday – Friday 09:00 – 17:00 (with occasional 08:00 starts when required).
What You’ll Be Doing:
* Ensure products are sold in a compliant manner, treating our customers fairly in all activities.
* Implement operational standards aligned with RAC values, effectively managing colleagues to meet and exceed commercial objectives.
* Achieve personal and departmental performance targets consistently.
* Review and act on quality feedback from the QA team to identify trends and address risk areas.
* Develop and implement effective sales strategies.
* Achieve Key Performance Indicators for acquiring and retaining customers.
* Deliver structured and engaging one-on-one coaching to positively influence team sales performance.
* Establish a customer-centric culture by addressing demands from both new and existing clients effectively.
* Document coaching sessions and follow up regularly.
* Deliver outstanding customer service while achieving sales, productivity, and retention targets.
* Proactively offer solutions to enhance procedures that promote colleague growth and competency.
* Manage team retention to ensure we keep the right skills and performance.
* Promote a positive attendance culture and manage cases of absence and lateness.
What We’re Looking For:
To be the best, we want the best! We’re seeking a Team Manager who has:
* Experience in a sales-driven contact centre within a high-profile, fast-paced customer service environment.
* Previous coaching/training experience in a sales or contact centre setting.
* Experience managing teams to achieve business performance goals across various products and KPIs.
* A proven track record of coaching and developing individuals to drive performance improvements.
* A strong sales background with a focus on results.
* Exceptional people leadership skills, with the ability to adapt your coaching style to maximize team performance.
What Can We Offer in Return?
* Bonus scheme with additional earning potential up to 30% OTE monthly.
* A competitive rewards package.
* A first-class, comprehensive training programme to enhance your skills and ensure you become a great manager!
* Opportunities for personal and professional growth within a supportive environment.
* A vibrant workplace culture that values teamwork and collaboration.
If you're ready to take the next step in your career and lead a passionate team, we want to hear from you!