Telesales Manager
2 weeks ago
- Team Management:
- Lead, motivate, and supervise a team of Telesales representatives.
- Provide guidance, coaching, and training to enhance team performance and skill development.
- Conduct regular performance evaluations and provide constructive feedback.
- Address employee concerns and ensure adherence to company policies and procedures.
- Operational Oversight:
- Develop and implement strategies to optimise call centre operations and improve efficiency.
- Monitor call queues and agent availability to ensure adequate staffing levels.
- Analyse performance metrics such as call volume, average handle time, and first call resolution to identify areas for improvement.
- Implement quality assurance programs to maintain service quality standards.
- Customer Service Excellence:
- Foster a customer-centric culture focused on delivering exceptional service experiences.
- Handle escalated customer inquiries or complaints effectively and in a timely manner.
- Develop and implement strategies to enhance customer satisfaction and loyalty.
- Technology and Systems Management:
- Oversee the use of call centre technology and systems to ensure optimal performance.
- Identify and recommend improvements or upgrades to existing systems.
- Ensure compliance with data protection regulations and security protocols.
- Reporting and Analysis:
- Prepare regular reports on call centre performance, including key metrics and trends.
- Analyse data to identify patterns, opportunities, and challenges, and make data-driven decisions.
- Present findings and recommendations to senior management.
- Strong and proven background in sales as a top performer
- Strong customer service experience with a track record of influential relationship building
- Experience working with and selling in the high value products sector
- You will be an excellent communicator
- Organised, reliable and results driven
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving abilities and decision-making skills.
- Proficiency in call centre technology and systems.
- Ability to work under pressure and meet targets in a fast-paced environment.
- Knowledge of customer service principles and practices.
- Competitive Salary + Excellent uncapped commission package
- A monthly attendance bonus
- 20 days annual leave plus bank holidays
- Exclusive discounts & offers.
- A positive working environment
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