Telemarketing Manager

Meadowbank Associates
14 May 2017
13 Jun 2017
Contract Type
Full Time

The key purpose of the Telemarketing Manager is to lead, motivate and drive the performance of the Business Development Executive team by ensuring they have thorough knowledge of my client’s product, CRM system, can effectively use closing skills, overcome objections, and use consultative selling techniques to achieve those appointment booking and sales targets set out by the business.

Key duties will include:

  • Manage a team of up to 22 Business Development Executives, it’s performance and all associated HR requirements
  • Motivate and develop staff to drive performance, maximise appointment numbers booked and ensure all business targets are met, both in terms of appointment levels and revenue
  • Taking personal responsibility for the quality of the BDE teams processes
  • To quality check appointment calls and take personal responsibility for the quality of any subsequent sat appointments ensuring they meet the qualifying criteria
  • Analyse, measure and report on individual sales performance and team performance
  • Listen to calls made by the BDE team to deliver further internal training on closing skills, how to overcome objections, consultative sell, information gathering, open questioning and to subsequently critique how to optimise outbound call success
  • Ensure all marketing campaigns have been followed up correctly and in a timely manner by producing weekly MI on progress
  • Receive Inbound enquiries, record their origin, and allocate as appropriate to the BDE team for subsequent follow-up
  • Keep close and positive working relationships with the field based sales teams with the aim of maximising conversion and revenue generation
  • Ensure all targets are met for cold calls, warm calls, hotlists and quality assurance are achieved
  • Produce daily, weekly and monthly management reports as agreed with the Client Services Manager
  • Ensure that the CRM system is maintained to a high standard and that prospect information is gathered and recorded correctly and that all of the system requirements are fully met by the team
  • Ensure that data integrity is maintained and that newly bought data is utilised whilst still within license
  • Recruit the highest quality colleagues as necessary
  • Conduct an effective induction programme for new starters
  • Conduct one to one training based on individual training needs
  • Produce training specifically linked to recent marketing drives and targeted campaigns
  • Deliver short training sessions to the BDE team to ensure continuity, positivity, and that best practice/tried and tested techniques are shared
  • Maintain up to date knowledge of legislation relevant to training and disseminate new requirements appropriately to the team
  • Maintain up to date records of all training delivered
  • Maintain own personal development in relation to training and the industry
  • Create an overall training and development plan for the department in conjunction with the Client Services Manager
  • Gather market and competitor intelligence in conjunction with the marketing team
  • Assist the Client Services Manager by advising on any strategic marketing initiatives that should be adopted to improve performance
  • Develop effective marketing campaigns with the marketing team in a timely and coordinated manner with the aim of generating warm leads

Skills and experience required:

  • Strong management skills, and proven sales experience including a track record of managing and leading a sales team
  • Excellent communication and interpersonal skills, demonstrating an ability to confidently interact and motivate colleagues
  • Experience of performance managing staff who are underperforming
  • Experience in CRM systems would be an advantage
  • Strong organisational and planning skills to manage own time, to meet deadlines and objectives
  • Excellent IT skills including Excel and PowerPoint and ability to quickly learn other databases
  • Professionalism, integrity and a strong work ethic
  • Ability to remain positive in a target driven and pressurised environment

Hours of work: Monday - Friday, 9.00am - 5.30pm

Holidays: 25 days + bank holidays

Excellent benefit package and working environment

Please note own transport is required due to office location.