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Sales Team Lead

1 month ago

Redditch, Worcestershire, United Kingdom Halfords Full time

Job Overview:

We are seeking a highly skilled Sales Team Lead to oversee our live chat team. The ideal candidate will be responsible for managing a team of live chat agents, ensuring exceptional customer service that drives increased retention rates and customer satisfaction. This role requires a leader who can identify and maximize sales opportunities, ensure seamless customer bookings, and leverage data and analytics to drive performance.

Key Responsibilities:

  • Team Leadership & Development:
    • Lead, mentor, and manage a team of live chat sales agents, fostering a culture of engagement, collaboration, and high performance.
    • Conduct regular one-on-one meetings, performance evaluations, and goal-setting sessions with team members to support their growth and success.
  • Sales Strategy & Execution:
    • Develop and implement strategies to increase customer retention rates through world-class customer service and personalized interactions.
    • Ensure the live chat team never misses a customer booking by maintaining high levels of responsiveness and efficiency.
    • Monitor and analyze live chat interactions to identify and capitalize on sales opportunities, driving revenue growth.
  • Data-Driven Decision Making:
    • Use data and analytics to track sales performance, customer interactions, and agent productivity.
    • Provide regular reports to senior management, offering insights and actionable recommendations based on data analysis.
    • Set and monitor key performance indicators (KPIs) for the live chat team to ensure targets are met or exceeded.
  • Quality Assurance & Compliance:
    • Oversee the quality assurance process within the live chat team, ensuring all interactions meet company standards and regulatory requirements.
    • Conduct regular reviews of chat transcripts and outbound call logs to ensure compliance and address any issues promptly.
  • Recruitment & Team Building:
    • Lead the recruitment process to attract and hire the right advisors who align with the company's values and objectives.
    • Ensure that new hires receive comprehensive training and onboarding to set them up for success in their roles.
  • Process Improvement:
    • Identify and implement process improvements to enhance the efficiency and effectiveness of the live chat team.
    • Ensure all team members are trained on best practices and tools for live chat sales, customer service, and outbound dialing.
  • Cross-functional Collaboration:
    • Collaborate with other departments, such as customer service, marketing, and product teams, to ensure a seamless and positive customer experience.
    • Participate in cross-functional meetings to align live chat strategies with overall business goals and initiatives.

Requirements:

  • Experience in sales management, with exposure to a supervisory or management role.
  • Strong experience in live chat and outbound dialing for sales and customer service.
  • Proven ability to recruit, manage, and develop a high-performing sales team.
  • Excellent communication, interpersonal, and leadership skills.
  • Data-driven with strong analytical skills, able to interpret metrics and make informed decisions.
  • Experience with quality assurance processes and compliance management.
  • Ability to work in a fast-paced environment and manage multiple priorities simultaneously.

We are looking for a talented Sales Team Lead to join our team at Halfords. If you have a passion for sales and leadership, and are looking for a challenging and rewarding role, we encourage you to apply.