Call Centre Manager
01948- CALL CENTRE MANAGER - THURROCK - ?32,000 PA PLUS OTE
Bond Recruitment is currently recruiting for a CALL CENTRE MANAGR - SALES TEAM MANAGER to join an energetic call centre
The company: has been well established and has an excellent staff retention rate.
Responsible for managing, supporting and developing a team of Internal Sales Executives in a busy office environment. To manage and review team performance to ensure targets are achieved and exceeded where possible. To ensure effective management of the team in line with company policy and procedures
The role and responsibilities:
Provide clear objectives for employees in terms of daily activity, weekly, monthly and annual goals and give feedback to ensure that individuals are meeting their targets.
Monitor staff performance through appraisals, performance reviews, setting personal development plans in order to develop staff and maximise talent potential.
Identify staff development and training needs and address them.
Responsible for HR issues including discipline, absence, capability and performance management.
Develop a culture of 'team working' to ensure smooth operations, consistency and process improvements where possible.
Supervise direct reports in line with company policies. Recruiting and training highly effective Internal Sales Executives
Put in place a telesales strategy to enable the company/team to achieve its targets
Development and growth of new business
Prospecting and canvassing for new business and leading from the front by ensuring a high level of your own telesales activity and achieving personal sales targets
Converting potential leads to appointments
Co-ordinating effectively with other business functions
Maintaining and updating a database on clients/prospective clients
Run weekly phone stats
Monitor open enquiry levels, ensure enquiries are being closed off correctly
Manage month end and Navision reports Complete CDA/Sales paperwork
Deal with customer enquiries and grievances that require escalation
Adhere to and implement the Health & Safety and other company procedures within the office environment
Promote and actively demonstrate commitment to the company values: Innovation, Collaboration, Excellence and Empowerment.
Lead a culture of continuous improvement.
To work in a safe and sensible manner within the boundaries of the Company Health and Safety Policy and any additional site restrictions.
Key factors for success (short-term, mid-term and long-term)
Success in a 6 months will include:
Demonstrating strong leadership skills and excellent motivation and influencing skills.
Team on track for achieving targets.
Improving customer satisfaction and customer experience.
Thorough knowledge of company processes and policies.
Establish relationships with colleagues.
Success in 1 year will include:
Strong customer satisfaction.
Internal Sales team consistently meets targets.
All KPI's adhered to
Demonstrate a positive change and development within the team
?32,000 pa benefits that include commission a generous holiday entitlement, training and pension.
º 25 days' holiday
º We are just launching a flexible benefits programme. This year there will gym membership discount, and access to hundreds of shopping discounts and vouchers. Towards the end of the year we are sending out a survey to find out what benefits people would like to see in the package with the view to adding a number of the most popular benefits.
º Enhanced Company Pension scheme after 6 months - For every 1% paid by the employee, the company will match x1.5% up to a max of 7.5%, so if an employee makes contributions of 5%, the company will pay 7.5% but if the employee pays 7%, the company will still pay 7.5%.
º Life Insurance upon joining the Company Pension
Display an excellent level of communication and interpersonal skills with the ability to manage people.
Ability to develop an effective team environment encouraging development and progression.
Skilled in leading with initiative and inspiration.
Able to show experience of strong telesales activity and setting the right example for the team.
Ability to multi task and be able to react under pressure.
Customer focused with solid experience in Telesales
Self motivated with strong decision making skills
They should have a good understanding of the IT package - Microsoft Office
The ideal candidate will be an experienced sales team manager, with experience of recruiting, training and motivating an internal sales team
Proven experience in achieving targets set
- Call Centre Manager
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