We are currently recruiting on behalf of an award-winning insurance company. Due to significant growth plans, they are expanding their Cardiff based team. We are looking for someone who has been an effective Sales Manager or Telesales Team Leader with a proven background in supporting high performing teams, people management and coaching skills.
Due the nature of the role you will need previous experience in Contact Centre Management, with a keen understanding of Contact Centre metrics and practices with the ability to lead a diverse team.
You will need to demonstrate commercial awareness and have a proven track record in delivering performance against stringent KPIs and service standards with a determined focus to succeed.
Key Responsibilities:
- To coach and develop staff using performance management tools to successfully meet and improve upon key performance indicators and personal objectives.
- To support, coach and develop members of your team to a level that enables the business to effectively succession plan.
- To ensure you remain up to date with procedures/processes, products, new schemes and/or scheme changes and communicate these effectively to your team.
- To support the recruitment process, acquire the most suitable calibre candidate for role, promoting an excellent brand image.
- To produce Management Information in relation to agent activity which will help identify any coaching and development needs required to assist agents to meet their KPIs.
- To effectively communicate technical, client, customer, service and system related issues or staff related issues to your direct line manager providing recommendations for swift resolutions.
- To handle complaints in line with our complaint handling process.
- To monitor, record and effectively manage absence and time keeping issues in line with Company procedures.
- To document and deliver monthly 1:1's ensuring objectives are recorded and monitored, coaching plans are defined, monitored and documented providing an audit trail.
Person Specification:
- Previous experience in managing a successful sales team
- Proven track record of engaging with, motivating, and proactively managing a sales team
- Experience of working in an FCA regulated environment
- Excellent interpersonal and communication skills (written and oral)
- Intermediate level skills using Microsoft Office product
Hours:
The Call Centre is open during the following hours:
8.30am - 8pm Monday to Friday
9am - 5pm Saturday
10am - 5pm Sunday
10am-4pm Bank Holidays