Team Manager

Parseq Ltd
Sunderland, Tyne And Wear
08 Jun 2017
08 Jul 2017
Contract Type
Full Time

Parseq have an exciting opportunity available for a Team Manager join the team based in Sunderland.

Working 37.5 hours per week - Monday to Sunday between the hours of 8am and 8pm and paying up to £21,000 depending on experience plus performance related bonus.

Reporting to an Operations Manager, you’ll be responsible for leading the performance of a team of up to 20 Smart Customer Service Advisors whose purpose is to convert outbound and inbound calls for existing customers to sign up to a smart meter appointment and therefore your role is to get the best from our people, through coaching, motivating, mentoring and leading your team to success.

Key Tasks

  • Responsible for the ongoing coaching & development of all Team Members, ensuring that everyone is equipped with the necessary knowledge and tools to succeed.
  • Ensure all Team Members receive weekly coaching and one to one sessions in line with campaign requirements across both qualitative and qualitative metrics.
  • Deliver against pre-agreed Client and business build plans, providing robust feedback, real-time in relation to actual performance versus forecasted performance.
  • Continually look to improve customer satisfaction and minimise /eradicate customer dissatisfaction across all key touch points.
  • Immerse and engage your team in both the vision and values of your associated Client’s brand.
  • Motivate, develop, coach, train and positively lead your team on a daily basis, ensuring that you work to pre-agreed standards and importantly, delivering against them.
  • Adopt a performance management framework at a micro and macro level, ensuring contact centre and Client efficiencies across all key performance indicators.
  • Maintain healthy staff retention rates through effective management and ongoing team member development, whilst creating an environment that rewards, recognises and encourages success at every level.
  • Embed a "sales through service" approach during each and every Customer contact, whilst working to industry and compliance requirements / legislation.
  • Adhere to all quality procedures and associated timeframes.
  • Maintain effective relationships with service colleagues and key stake- holders to ensure the effective delivery of services.
  • Maintain and develop a thorough and up-to-date working knowledge of the Clients services, including procedures, guidance and legislation to deal with customer enquiries

Key Competencies

  • To manage and motivate a Lead Generation team.
  • Manage sales targets and manage Advisors accordingly
  • Conduct daily analysis of sales statistics and implement changes/actions to improve results
  • Act as a mentor and coach the team
  • Manage the quantity and quality of sales
  • Complete weekly and monthly sales reports
  • Manage all outbound team sales activities Reduce cancellations and complaints
  • You would also report regularly to Senior Managers on team performance and whether key targets are being achieved.
  • You would also attend training sessions on new company services or products.

Skills and experience

  • Minimum of 2 years’ relevant supervisory experience within a sales environment
  • Experience working within a busy outbound acquisition environment
  • Experience of working within a contact centre environment
  • Experience of working within a busy, fast paced and demanding environment with the ability to work accurately and within strict timescales
  • Previous experience of providing the effective planning, organisation and development of a team of sales people
  • Experience of delivering individual/group coaching to improve professionalism and overall sales metrics
  • Demonstrate ability to communicate information and develop individuals to improve their knowledge and skill set
  • Motivate, develop, coach, train, induct employees to set performance standards, recognise achievement and deal with performance issues, liaising with the Management Team
  • Adhere to the company Code of Conduct