C/S Sales Team Leader


  • £23000 - £23100 per annum
  • Posted: 26/09/2017
  • Colchester
  • Job Ref: 775108617
  • Permanent

Job Details

Call Centre/Sales Team Leader
Working for a Dedicated Telecommunications Client
Location: Colchester

The Team Leader assists the Sales Contact Centre Operations Manager in overseeing the daily operation of a large Telecommunications Client's Contact Centre taking ownership of specific supervisory tasks at the Senior Team Manager's request.
The Team Leader is inspirational with strong people skills and the ability to improve business performance.

The Team Leader works closely with the SCCOM overseeing the service provided across multiple customer contact channels and activities over a 24/7 period, ensuring that the required service levels and targets are consistently achieved.

Reports to: Sales Contact Centre Operations Manager
Salary: £23,000 per annum

Main Duties:

Managing Workload / Resource Planning

To provide assistance in the scheduling of resource across all departmental activities in line with forecasts

To assist in the production and management of the staff rota

To ensure workflow is monitored and resources re-assigned as required in order to meet changing demands

To utilise all available technologies to best allocate and manage resource (Workforce management, Mitel Call Centre View, IVR platform, internal systems etc.)

Work with the Senior Contact Centre Team Manager to assist in forecasting staffing requirements

Maintain an accurate workload planner for the department

Analyse staff productivity rates across all activities

Management, Training & Quality of Staff

The Team Leader may be allocated a dedicated team for which they will assume specific line management responsibility

To manage, lead and motivate the team to deliver and exceed the sales targets

To promote a winning attitude and sales centric environment

Maintaining a constant level of morale throughout team

To work with the operations manager as directed to set performance targets for staff, measure staff against these by way of formal appraisal, regular one-to-one's and quality audits, providing staff with coaching and feedback

To ensure that team members are trained and that a continual development program is employed

To lead, motivate and develop the skills of the departmental Senior Agents and Agents
Conduct regular team meetings / briefings as directed ensuring staff are fully appraised of company updates, team targets and current performance etc.

To work with the Senior Team Manager to ensure that all relevant departmental processes are in place and regularly reviewed

Ensure staff induction and ongoing product and skills training is conducted, producing and maintaining any relevant training material

Employ a variety of techniques to motivate the team

Assist in the recruitment screening of new staff members

Reporting and Development

To regularly report on the activities and performance of the team to the Senior Team Manager

Proactively identify ways to improve efficiency, quality and general performance of the team

To ensure that relevant departmental and client reports are completed as required

To proactively identify ways to improve the service we deliver to our client

Flexibility: to perform other duties, as and when required to ensure the smooth running of the organisation and to meet the needs of the business

Professional Skills & Abilities

Experience of handling customer complaint escalations

Proficient in the use of Microsoft Office

Excellent command of the English language

Experience of coordinating work schedules/rotas

Interpersonal Skills & Abilities

Excellent communicator

Passion for sales and success driven

The skills to work within a non-corporate environment

Ability to motivate and lead a high performing sales team to deliver objectives and achieve targets.

Proven ability to positively influence performance

Communicates effectively at all times

Delegates responsibilities effectively

Consistently positive attitude towards their job and their colleagues

Excels at operating in a fast paced organisation and works well in a pressurised environment

Methodical and organised