Interim Call Centre Sales Team Manager
Interim Call Centre Sales Team Manager
Maternity cover - fixed-term contract
£30,000 - £40,000 per annum
An exciting opportunity for an experienced Call Centre Manager to join a forward thinking business, offering innovative services to the property market. Reporting to the Managing Director and working as an integral part of the Operational team, you will be responsible for the management of the Call Centre to deliver operational and strategic goals and maximise profitability.
As a confident, enthusiastic and visible leader you will drive and motivate both Team Leaders and advisors to deliver excellence, meeting and exceeding our client expectations.
This is a fixed-term contract to provide cover for maternity leave for approximately 10 months from 1st January 2015.
Key responsibilities:
• Monitor the Call Centre’s performance in relation to the budget and take necessary steps to maintain the agreed level of profitability
• Provide input into strategic discussions re future growth of the business
• Work closely with the Managing Director and management team to ensure common goals are achieved across the business
• Develop and maintain excellent business relationships with existing and prospective clients
• Identify and understand risks that threaten the achievement of business objectives; proactively manage, report and mitigate risks.
• Manage the efficient and effective operation and development of the Call Centre in order to achieve set targets, meet prescribed service standards/levels and regulatory requirements
• Maintain close control over attrition and recruitment
• Devise and evaluate initiatives that contribute to the continuous improvement of all processes and activities specifically in the areas of productivity, cost/income ratio and customer service
• Lead motivate and develop direct reports and their staff to achieve individual and team targets
• Conduct regular performance and development reviews with direct reports maximising achievement through coaching and development techniques
• Identify development and training needs and arrange relevant training ensuring standards and regulatory requirements are met and maintained
Required skills / experience:
• Proven leadership experience in a Call Centre operation at Senior Management level
• Commercial awareness
• Demonstrated ability to develop and implement process enhancements including technology and performance
• Forecasting and planning, highly numerate and analytical aptitude
• Able to work in a fast paced, highly energised environment
• Results orientated – able to focus on specific targets and demonstrate target achievement
• Tenacity – the ability to be clear and focused on achieving the end result even when faced with repeated external obstacles
• Relationship management skills
• A motivational leader, able to build consensus, but can provide clear direction as appropriate in a challenging, growth environment
• Strong coaching and motivation skills
• Creativity in understanding the clients’ real needs and designing bespoke solutions
Applicants must have experience of Sales Team Management.
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