We’re looking for an experienced Telesales Team Manager to join us at our Swindon Head Office. This full-time role is for 40 hours per week, working 9:00 am to 6:00 pm, including alternating weekends (Saturday and Sunday). If you work a weekend, you’ll receive two days off during the week.
If you’re passionate about motivating a team and achieving great results, we’d love to hear from you!
The Telesales Team Manager is responsible for overseeing the day-to-day operations of a team of telesales advisors, ensuring high performance in achieving sales targets, KPIs, and delivering exceptional customer service. The role involves managing and motivating the team to consistently exceed sales goals while maintaining a customer-first approach. The manager is accountable for individual and team performance, driving sales effectiveness through coaching, development, and performance tracking.
Key responsibilities:
Team Leadership: Lead the team in delivering excellent customer service and achieving KPIs.
Motivation & Engagement: Use motivational techniques to create a positive work environment.
Product Knowledge: Keep updated with product information and communicate this to advisors.
Workload Monitoring: Ensure the team responds to customer queries in a timely manner.
Complaint Review: Oversee responses to ensure customer service meets the required standards.
Coaching & Feedback: Continuously develop the team through coaching and regular feedback.
Incident Reporting: Raise issues with appropriate stakeholders.
Training & Development: Identify training needs and provide necessary coaching.
Adaptability: Adjust to changes in products, services, and processes to ensure excellent customer experience.
Recommendations: Provide feedback to improve customer experience.
Skills and Experience
Experience in managing teams in a contact centre.
Demonstrated leadership ability, showing respect and setting an example.
Proven track record in improving team engagement, attendance, and retention
Success in coaching, recruitment, and team development.
Ability to manage time and prioritise tasks effectively.
Analytical skills to improve team performance based on data insights.
Computer literacy, with knowledge of contact centre systems and telephony tools.
Benefits:
Bonus structure (monthly)
Employee discount: amazing discounts available on all Oak Furnitureland products after successful completion of probation
Life assurance: free cover of a minimum of two times your annual salary up to the age of 65
28 days holiday (including bank holidays)
Birthday: an additional day off for you to celebrate your birthday
Hybrid working
Pension: 4% employee contribution matched by the company
Employee Assistance Programme: gives all employees access to both telephone and face-to-face counselling services
My Rewards Programme: offers discounts on everything from restaurants and supermarkets, to entertainment and holidays
Free on-site parking
