Telesales Team Manager
Telesales Team Manager
£27,448 - £30,567 + Commission
Monday to Friday (37 hours)
Scarcroft, Leeds
Permanent
Npower is part of the RWE Group, one of Europe’s leading utilities, we supply power to millions of residential and business customers and the portfolio is growing all the time. We generate power from coal, oil and gas, and we’ve also got a business that’s pioneering the development and use of renewable energy sources - Of course, the real energy behind our businesses is our people.
Main Purpose of Role
As a Team Manager, you are an integral part of the npower Business Telesales function. You will be joining a dynamic, professional and vibrant team with direct responsibility for up to 13 Sales Agents.
You will manage and drive the performance of your team, ensuring optimum performance levels are achieved and maintained, and the business maximises profitability in line with company objectives.
Your varied remit will encompass everything from motivating, engaging, and developing your team, driving and managing performance, proposing and instigating new ways in which performance can be enhanced, coaching, mentoring and supporting your team through monthly performance review meetings, leading and championing change through your own example, questioning existing processes and methodologies and seeking process improvement.
What’s more, you will ensure that all sales fall within Business and Regulatory Compliance standards and that the required channel quality standards are met.
Principal Accountabilities
• Plan and manage sales KPI`s in line with business plan
• Provide leadership, coaching and personal development to team members, giving constructive and objective feedback and suggestions for development
• Actively show appreciation and support for team members
• Handle difficult conversations with integrity, listening, understanding and motivating according to individual’s needs and abilities.
• Optimise telephony and sales resources to ensure workflow demands are met to deliver business plan and sales channel targets
• Liaise with other teams to ensure work output is in line with overall business plan
• Drive productivity; through effective management and leadership of people to deliver maximum volume of activity within available deployable hours
• Monitor Quality Call Listening feedback and ensure 100% Compliance is achieved
• Monitor attendance and performance, ensuring appropriate action taken when necessary
• Analyse workload trends to identify any unexpected patterns and make recommendations and take action to resolve repeated issues.
Person Specification
• You must have energy, drive and enthusiasm with an engaging personal style and possess strong leadership skills
• Experience of managing an operational Telesales Team within a high pressure contact centre environment
• Stakeholder management experience with a proven track record of engaging people across all levels to deliver results
• You must be able to think on your feet and operate effectively in a fast moving environment with a pro-active, solution orientated approach to problem solving
• Excellent communication skills at all levels
• Excellent literacy, numeric and analytical skills
• Highly competent in all Microsoft packages (Excel, Word, PowerPoint)
• A creative approach to motivating and incentivising your team
• Utility Industry knowledge is useful, but not essential
If this sounds like the role for you, and you have a passion for sales and a commitment to driving performance and delivering results, what are you waiting for? You can look forward to a great location, free parking, subsidised canteen and an excellent pension scheme, along with childcare vouchers, and rewards schemes.
Leave a Reply
You must be logged in to post a comment.