Telesales Team Managers Urgently Required!

£20,000 - £25,000 per year

Based in Richmond, West London.

Our Client, a Large Outsourced Call Centre based in Richmond, is urgently recruiting 5 Telesales Team Managers to join their rapidly expanding team.

Key areas of Responsibility

•To ensure the Call Centre is meeting company objectives, productivity and cost targets at all times, achieved through monitoring and interpreting statistics produced from all reporting systems. This includes Call Duration, Average Speed of Answer, Abandonment Rate, Calls per Hour, Calls per Operator, Wrap Times, Sales Conversion and customer satisfaction.

•Team co-ordination through co-ordinating ongoing activity through the use of plans, holding regular updates with the team, ensuring objectives are met and delivered.

•Individual and Team Development through identifying the training and development needs of team members in order to meet call centre roles and responsibilities.

•Individual and Team appraisals by carrying out regular individual updates and appraisals in order to review progress against individual objectives and identify any development needs.

•Training needs analysis by regular team training analysis, identifying individual and team training needs and actioning recommendations.

•Call Centre enhancement by effectively reviewing delivery processes and procedures, recommending delivery enhancements in order to exceed and enhance the Call Centre structure.

•Developing morale and motivating through monitoring, then analysing and reporting trends in Team morale and motivation, taking appropriate action where necessary to meet the required standards.

•Teamwork by building and maintaining close working relationships with the General Manager, Project Manager, Agents, Schedulers / Analyst, Human Resources and Trainers to ensure successful delivery of Call Centre objectives.

•Allocation of individual responsibilities by briefing the Call Centre objectives to the Agents and agreeing individual responsibilities.

•Resource Allocation - To identify the skill sets and most effective human resource required to achieve Call Centre objectives, reallocating team members as required.

•Attendance of all relevant Training and Coaching sessions.

•Completion of Team Timesheets correctly, accurately and on time.

•Deal with issues within the Call Centre in an effective and confidential manner, this includes monitoring attendance, dealing with lateness and sickness.

•Action emergency procedures on behalf of the Call Centre as and when required.

•To participate in a Team Manager rota to manage the Call Centre out of hours in accordance with company objectives.

The Ideal Candidate would have the following knowledge:

•Commercial understanding of industry
•Knowledge of company strategy and escalation processes
•Understanding company tactical and strategic needs
•Financial analysis

And Skills:

•Call Centre management processes
•Analysis and reporting
•Performance management
•Planning and prioritisation
•Objective setting and action planning
•Skills analysis
•Influencing and communication
•Interpersonal

Interested? Apply Now!