Consumer Sales Manager Lead

5 days ago


StokeonTrent, Stoke-on-Trent, United Kingdom Vodafone Full time
Job Description

The estimated salary for this role is around £45,000 - £55,000 per annum.

About the Role:

This position involves leading a team of skilled advisors who are accountable for delivering exceptional customer service via voice channels. The successful candidate will be responsible for coaching and supporting their team to deliver best possible service while maintaining strong operational efficiencies and KPI achievement.

Main Responsibilities:

  • Manage a team by providing support, coaching, development, motivation, and setting clear performance goals through robust 121 and SMART coaching.
  • Develop knowledge and skill in the team by holding weekly team time sessions.
  • Conduct daily management of individuals on a 121 basis, providing real-time feedback and management regarding behaviours, KPI performance, productivity, and quality evaluations.
  • Lead performance management and delivery of all HR processes related to people management, wellbeing, employee relations, in line with HR policy and guidelines.
  • Create an environment where people are energised, engaged, and enabled through high-impact communication and coaching, resulting in on-target KPI performance and high People scores.
  • Role-model leadership in terms of Vodafone Advocacy and promotion of spirit behaviours and our TRUST framework at all times.
  • Provide timely and accurate weekly performance updates to direct manager.
  • Access training & resources effectively.

About You:

  • A proven background of working within a Consumer Sales/Contact Centre environment.
  • A strong operational background and understanding of contact centre performance metrics and practice.
  • Inspirational leadership skills acting as a role-model for your team and the wider business.
  • Previous experience of delivering results in a 'fast-paced' customer-centric environment.
  • Strong communication and decision-making skills.
  • Previous People Management is essential.
  • Excellent coaching skills and proven success in people management.
  • Able to create an environment where people are energised, engaged, respected, and enabled, through high-impact communication and coaching.
  • Customer-obsessed mindset.


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