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Team Manager - Lead Conversion;Sales

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Team Manager - Lead Conversion;Sales

  • Location

    Manchester, Greater Manchester

  • Sector:

    Engineering

  • Job type:

    Permanent

  • Salary::

    £25000 - £30000 per annum + +Bonus

  • Contact:

    Tim Lee

  • Contact email:

    timothy.lee-ext@jci.com

  • High Salary:

    30000

  • Low Salary:

    25000

  • Reference:

    WD30089711021_1580224395

  • Job Published:

    2 months ago

  • Duration:

    Permanent

  • Expiry Date:

    2020-02-27

  • Startdate:

    ASAP

Team Manager - Lead Conversion; Sales
Manchester City Centre offices
Monday-Friday 37.5 hours


Job Summary
We are looking for a team manager to oversee our lead conversion team, which employs approximately 13 advisors. The successful applicant will be responsible for managing the Call Centre advisors' workflow and workload as well as handling complaints, concerns and questions from customers.
We are looking for a skilled Team Manager who can lead our representatives to better performance and improved quality of service.
The successful applicant will be a highly organised professional with management experience who can ensure that the team operates to optimum performance levels. The applicant should have exceptional communication, interpersonal, and customer service skills.
One of the successful applicant's primary goals will be to increase our conversion rates from lead to appointment for our business and to ensure that the Call Centre advisors meet their weekly, monthly and quarterly quotas.


Responsibilities and Duties
*Managing the daily running of the call centre, including effective resource planning, applying call centre strategies, implementing best practices, optimising day-to-day operations and sourcing equipment
*Setting and meeting performance targets for defined KPIs
*Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated and maximising efficiency and customer satisfaction.
*Submitting daily and weekly reports to upper management
*Monitoring calls and carrying out periodic surveys of call handling to improve quality, minimise errors and track operative performance
*Writing job advertisements and liaising with HR staff when new staff members are required
*Recruiting, on-boarding and training new Call Centre advisors as required to meet targets
*Developing and running presentations and team sessions to motivate and educate Call Centre advisors with regard to processes and practices, to explain the expectations from the team, to communicate their goals and to gain feedback from the team regarding potential issues and current call trends.
*Carrying out regular one-to-ones, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively
*Supporting Call Centre advisors to guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by representatives
*Embedding a performance culture framework and review processes to achieve service levels and improvements against set targets
*Ensuring effective and consistent communication throughout the team, thereby encouraging feedback and customer insight in order to enhance the customer experience
*Building and maintaining effective internal and external stakeholder relationships
*Co-ordinating bonus, reward and incentive schemes
*Taking on special projects where required to support employees, other managers, and call centre operations.
*Maintaining an up-to-date knowledge of industry developments
*Ability to work flexibly as necessary to meet quotas and guide the Call Centre team


Qualifications & Skills Required

*Proven experience of managing a call centre with multiple advisors handling inbound and outbound telephone calls
*3+ years' experience in telemarketing or an outbound Call Centre environment
*Certified Call Centre Manager (e.g. CCCM) or equivalent qualification would be an advantage
*Familiarity with telemarketing hardware and software systems (Avaya and Salesforce.com preferred)
*Excellent verbal and written communication, management, problem-solving, interpersonal leadership and conflict resolution skills required

*Ability to multi-task and remain calm under pressure, especially during peak hours or intense situations.
*The ability to set, meet and exceed targets
*A desire to help others work towards targets and develop their skills
*A focused and self-motivated approach to work
*The ability to manage change
*Ability to work with HR and Talent Acquisition in order to drive the recruitment and selection of advisors
*Solid understanding of reporting and budgeting procedures