Telesales Team Leader

4 weeks ago

Wednesbury, Sandwell, United Kingdom Biffa Full time

Telesales Team Leader Role Overview

As a Telesales Team Leader at Biffa, you will be responsible for leading a team of sales executives to achieve high levels of customer service standards and maximize sales opportunities. Your primary goal will be to develop and motivate your team to meet and exceed sales revenue, conversion, quality, productivity, and employee-related targets.

Key Responsibilities

  • Support the Head of Sales in leading, developing, and motivating a team of sales executives to deliver an efficient and effective sales process to customers.
  • Ensure all customer escalations are dealt with accurately and professionally in accordance with I&C KPIs through to resolution.
  • Run the team, including attending management meetings, running team huddles and meetings, and completing all other management tasks, requiring strong employee engagement skills and the ability to motivate the team to achieve their goals in your absence.
  • Complete call and email quality checks within the team, ensuring feedback and coaching are given to the executives accordingly, and engage regularly with the team through walking the floor and digital platforms.
  • Ensure you are fully confident with relevant company processes and procedures to offer the correct advice and follow procedures, flagging to the Head of Sales where policy and process are not well understood or where there are compliance concerns.
  • Work with the Head of Sales to ensure all team members are provided with formal and informal coaching and quality assessment to enable them to meet their objectives, and that appropriate performance development/improvement plans are in place for all team members, including seniors involved in department recruitment, training, and managing disciplinary issues.
  • Develop a positive relationship with key stakeholders, including Regional Teams, Customer Services Teams, Process Improvement/Quality Teams.
  • Collaborate with other seniors across the department to ensure the sharing of best practice and a consistent working environment in all teams.
  • Identify process improvements within the team and across the business, working with key stakeholders to improve efficiency, productivity, and customer experience.
  • Manage all aspects of small-scale projects, taking ownership and providing productive feedback for project work and complex sales negotiations, and providing and collating relevant business intelligence.

Requirements

  • A minimum of 2 years' experience in a fast-paced sales environment.
  • Strong leadership and people skills with an excellent coaching ability.
  • Track record of delivering targets and working towards KPIs.
  • Knowledge of central systems and CRM operating packages.
  • Knowledge of people management processes.
  • Ability to negotiate and influence at all levels.
  • Tenacious in resolving customer escalations and complex issues.

Why Biffa?

  • Competitive salary and benefits.
  • Private health care.
  • Generous pension scheme.
  • Retail and leisure discounts.
  • Holiday and travel discounts.
  • Bike to work scheme.
  • Ongoing career development, training, and coaching – because if you don't grow, we don't grow.

About Biffa

Biffa is a leading waste management company in the UK, committed to providing sustainable solutions for businesses. We believe in the importance of employee development and offer a range of training and coaching opportunities to help our team members grow and succeed in their careers.

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