Team Manager

Recruiter
Parseq Ltd
Location
Sunderland, Tyne And Wear
Salary
21000.0000
Posted
08 Jun 2017
Closes
08 Jul 2017
Sector
Retail
Contract Type
Permanent
Hours
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