* Lead, coach, and support a team of 12-15 remote and on site based Telesales Representatives.
* Encourage and drive upselling of promotional activity during interaction with customers.
* Support the team in delivering excellent customer service, resolving general customer queries efficiently and professionally.
* Interact with customers to understand trading patterns and identify opportunities to grow revenue.
* Monitor call quality, sales activity and productivity against defined KPIs.
* Lead the team to include coaching, feedback, and performance reviews to ensure consistent delivery of targets.
* Foster a positive and collaborative team culture to include a remote working structure
* Work with suppliers and internal stakeholders to identify and implement monitoring, reporting, and KPI systems.
* Use expertise to lead the development of a new contact centre hub in the Sheffield area, including onboarding and developing a new team.
* Establish and communicate clear targets, call activity standards, and performance frameworks
* Develop and maintain strong relationships with internal teams and key stakeholders
A strong leader with proven experience gained within a contact centre environment with strong emphasis on customer service and upselling opportunities.
* Proven ability to coach, motivate, and develop a team.
* Experience managing remote teams.
* Commercial awareness with a track record of driving sales performance and upselling.
* Experience of call monitoring processes, CRM and KPI tracking systems.
* Excellent communication, organisational, and problem-solving skills.
* Organised and proactive with the ability to manage multiple priorities.
* Excellent stakeholder engagement, confident communicating at all levels
Bestpets is the UK's leading pet product wholesaler offering over 8000 lines available in 17 depots nationwide. We are now seeking a Contact Centre Manager to develop our existing remote team whilst also establishing a new team hub in Sheffield. This is a new opportunity to join our team and make an impact by implementing new technology and developing best practice ways of working, whilst coaching the team to increase up selling opportunities.
About Bestway Bestway Group is a diversified multinational family owned business with annualised turnover in excess of £4.5 billion. Starting off as a chain of retail convenience stores, the Group has grown to become a diversified multinational business with interests across the wholesale, pharmacy, real estate, cement and banking sectors. The Group is also the largest overseas investor in Pakistan. Owned by the Pervez, Choudrey and Sheikh families, Bestway Group was founded in 1976 by Sir Anwar Pervez OBE H Pk, who remains Chairman. Serving over 12 million customers and employing over 28,000 individuals, the Group supports and serves communities through its operations across the UK, Pakistan and the Middle East
* 22 days holiday plus bank holidays
* Company pension scheme
* Life Assurance.
* Single Private Medical Cover
* Free Parking
We understand that no applicant ever ticks every box so please do consider applying should some or most of the above apply. Bestway Group is an equal opportunity employer and we value diversity and inclusion. We welcome people of different nationalities, backgrounds, experiences, abilities, and perspectives. We want strong, and diverse teams built from talented individuals with different backgrounds identities and experiences. If this is of interest to you and you would like to learn more, please do get in touch, we are looking forward to hearing from you.
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