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Sales Team Leader (call centre)
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- Posted By: Wild Recruitment Customer Service & Sales - Portsmouth
- Address:
- Contact: 02392 851111
- Date Posted: 2nd Jul 2008
- Salary: £21k+
- Location: Portsmouth (po1 1nl)
- Reference Code:
- Views Since Posting: 5
- Full Description:
Working in a busy environment you will lead a team of around ten to include coaching, monitoring and training.
You will have call centre experience and be used to working to SLA's and KPI's.
You will have previous team leader experience and be motivated to succeed.
Main Purpose:
The Team Manager will manage the performance of a team of Service Professionals (SP’s) via strategic measurement and individual development to achieve TLC’s SLA’s with our clients.
Key Areas of Responsibility:
Targets/Service Levels – to monitor and ensure the delivery, maintenance and ongoing improvement of sales efficiency targets, through the management of individual operator performance
SP Development – to identify strengths and weaknesses providing ongoing training and coaching, setting individual objectives
Morale and Motivation – delivery of team briefing sessions; to monitor, analyse and report trends in SP morale and motivation, taking appropriate action where necessary to meet the required standards
Teamwork – To build and maintain close working relationships to ensure the successful delivery of the team objectives and targets
Strategic Analysis and Reporting – to analyse SP performance, giving feedback and implementing recommendations in line with cilent requirements
Training Needs Analysis – to carry out, and report, regular team training needs analysis, identifying individual and team training needs and actioning recommendations
SP Performance Feedback – to provide ongoing feedback on the quality of the SP’s performance to both the individuals and the Management Team
Quality Targets – to devise and maintain call quality measurements in agreement with the Management Team
Operator Recruitment Feedback – to provide feedback to recruitment to support SP selection, ensuring the correct skill sets are recruited to deliver the targets
Product Champion – to be the product champion ensuring that the SP’s have an up to date and comprehensive level of product knowledge
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