Contact Centre Manager

Posted 25 September by Prime Appointments
Seeking an experienced Contact Centre Manager for a well-established Sales and Customer Relations team based in Colchester, Essex.

You will be responsible to lead, coach and motivate a team of sales advisors to deliver excellent customer service including customer satisfaction, revenue generation, sales and quality targets. You will create a high performing team who consistently reach set targets.

Key Responsibilities:

Drive excellence to deliver a best in class sales team
To achieve team sales and operational targets through effective use of the coaching for performance capability
Plan and organise own time to deliver optimal results against sales action plans
Help advisors understand and focus on business priorities
To drive continual business improvement in sales, customer retention, revenue and quality.
Take personal ownership of customer feedback and issues, escalate where necessary
Build effective relationships with external client
Work closely with Team Leaders and QAs to deliver high quality performance
Communicate & engage the team in delivering the clients sales strategy
Be a role model for the team by demonstrating effective leadership, positive behaviours, excellence in sales and customer relationships
Assist in selection, recruitment of the right people
Organise the team; ensure attendance patterns, annual leave, training and coaching are all planned
Maintain good product and systems knowledge
Take ownership of personal development
Responsible for attendance/sick absence management

Experience and Skills required:

At least two years' experience as a Contact Centre Manager
A strong sales background, particularly gained in the telecoms sector an advantage
Strong leadership skills
Ability to build strong, lasting relationships
Able to collate, analyse, interpret detailed numerical data, as well as experience of working with call centre systems and metric,
Proven experience in a fast paced sales environment
Excellent communication skills
A strong customer focus and a good telephone manner
The ability to work well in teams
Ability to motivate and develop staff
A desire to help others work towards targets and develop their skills
confidence and a good business sense
The ability to set, meet and exceed targets;
A focused and self-motivated approach to work;
The ability to manage change.
Experience of outbound sales management

Additional Information:

Excellent salary circa £35,000pa
Company Benefits
Well established company and friendly teams

Please note that if you have not been contacted within 7 days your application for this position has been unsuccessful.

Reference: 33391477

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