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Contact Centre Sales Manager

Southend on Sea – Monday to Friday (35 Hours/Week) - Hybrid

£35,000 plus bonus

Our client based in Southend are looking for a Contact Centre Sales Manager to join their busy and growing team. You must have previous experience within a regulated contact centre, have previous experience with people management, staff coaching and development of sales executives & team managers.

Job Purpose

The Service Delivery Manager’s purpose is to drive the performance of their team and support staff, whilst ensuring engagement, delivering solutions to problems and supporting departmental growth. As a Sales CCM, you will be required to analyse productivity and performance of campaigns from product retail prices to staff man hours, reviewing productivity stats or quality of service, as well as measuring and actively managing the effectiveness of your teams. All aspects of delivering effective sales have to contribute towards the goal of creating remarkable experiences for customers and colleagues, whilst also achieving performance targets.

Key Responsibilities

• As a member of the Contact Centre management team, you have to set the benchmark for the rest of the Operation to follow. You will be visible, confident, helpful and trustworthy and be a go-to person on the contact centre floor
• You will oversee the performance of the team managers and help them develop their teams to be the next managers
• Run your own team of sales executives as well as managers until the manager pool requires 3+ managers (30+ sales executives)
• You will be a key cog in the planning wheel and ensure budgets are met through effective resource planning and product setup
• In order for the overall department to function, you must ensure that your area is working with and not against the other departments
• Communication is a key component as you will have your eyes and ears close to the ground but will also have an understanding on the more strategic and long-term elements of the department
• Key operational metrics will be in place and your dedication to exceeding these targets and ensuring the tools and processes are in place to succeed should be second to none.
• You will provide ongoing development and support to your team with a focus on ensuring they can be ready for the next step when the growth requires it
• Without exception, all of your team should be set realistic but challenging Performance Development Plans which will align personal goals with campaign and business goals and fuel continuous improvement
• Consistency and equality is a huge driver of success in the contact centre. As the CCM, you will be responsible for a considerable portion of this in your area but as a company, the management of all departments must ensure consistency across processes, teams, campaigns & sites
• The CCM will conduct regular consistency clinics to challenge all aspects of the campaign and these will feed into the Performance Management meetings with the Team
• As an CCM, you will need to have a close relationship with numbers and you will regularly analyse the performance of key metrics within the campaign
• You will work closely with the team to manage outliers and recognise trends, before they become bigger and communicate your findings through coaching and 121’s
• You will deputise for head of contact centre operations in their absence
• As part of driving performance and personal development for Team Managers and their sales agent, you will mentor, coach and train your teams, to ensure high standards of sales conversion, customer experience and compliance adherence
• You will work closely with the QA function to identify and rectify performance and customer experience issues

Person Specification

• Understand contact centre performance metrics and how these are used to effectively manage performance
• Communication skills will be excellent, and you will be able to use them to understand and communicate new processes and requirements
• Be able to build strong and effective relationships with your employees, your peers and your manager
• Organise and manage your time effectively whilst balancing multiple tasks and projects
• Be confident creating, reading, analysing and interpreting reporting and MI
• You’ll be an excellent coach and line manager capable of mentoring your direct reports and moulding their development
• Have a good understanding of real time adherence and will work closely with the support teams to ensure a good grade of service

Knowledge & Experience

Essential

• Experience of managing in a contact centre environment
• Quantifiable experience maintaining service levels & performance metrics
• Be well organised with structure and experience in process creation
• You will offer your best work in the toughest times and be proactive in your approach

Preferred

• Experience of working in a client facing capacity
• Campaign/product creation experience
• Previous experience of financial targets through budgets

Regulatory Conduct Requirements

In addition to the responsibilities outlined, this role is subject to the following Conduct Rules which are applied to individuals in firms authorised by the Financial Conduct Authority.

Conduct Rules:

The Package

• Salary up to £35,000 (DOE) plus bonus
• Pension contributions at 4% each
• Life Assurance 4x salary
• Enhanced holiday with the option to buy and sell holiday with Holiday Trading
• Enhanced sick pay increasing with service
• Salary sacrifice Cycle to Work scheme
• Discount platform offering access to discounts and cashback at over 900 retailers
• Discounted Health Cash Plan
• Employee Assistance Programme and access to an online Employee Wellbeing hub SmartTech – borrow up to £1,000 to spend at Currys PC World

If you have all the skills above and feel this is the role for you, please do not hesitate to contact us at One to One Personnel on 01702 46 44 44 or forward your CV to [email protected]