Contact Centre Team Leader

We're looking for a brilliant Contact Centre Team Leader to join out client - a leading the South West telesales team at their Plymouth, Bristol and Poole depots to maximise sales performance, process customer orders accurately before the depot deadlines, as well as upsell and cross sell new products. 

The Contact Centre Team Leader role requires a proactive leader with excellent communication and management skills to inspire and guide the team to exceed monthly targets.

You'd be based at the Plymouth office up at Langage Business Park, Plympton however travel to Bristol and Poole once a month will be required. 

Job details of the Contact Centre Team Leader 

• £32,000 p/a + £10,000 bonus 
• Company Pension
• Working Hours: Monday – Friday, 8:30 AM – 5:00 PM
• Full UK clean driving licence required 

Main Duties of the Contact Centre Team Leader 

Sales Leadership:

• Cultivate a strong selling culture across the Southwest depots, starting with Bristol.
• Motivate, coach, and develop the South West team to achieve and exceed sales targets.
• Direct the team in placing orders before agreed deadlines for the Poole, Plymouth, and Bristol depots.

Team Management:

• Manage and monitor the call diaries of the Southwest team to ensure optimal efficiency.
• Oversee the day-to-day operations of the team to minimise errors and improve performance.
• Address and manage absenteeism within the South West team, ensuring it remains within company policy.

Performance Monitoring:

• Review call stats and order intake reports to maximize team efficiency.
• Monitor and control team performance, providing relevant reports and KPIs.
• Assist the team with resolving queries and handling escalations.

Sales Strategy & Campaigns:

• Collaborate with depot managers to identify route gaps and organize targeted campaigns.
• Manage a dedicated personal call list for the largest accounts to foster growth.
• Contribute to management planning, including organizing sales blitz days, Ra Ra days, and other sales and marketing initiatives.

Competitor Analysis:

• Gather and report competitor activity and pricing information from the team, and suggest action plans.

Skills & Qualifications of the Contact Centre Team Leader 

• Sales Leadership: Proven experience in leading a telesales team, with a track record of exceeding sales targets.
• Communication: Excellent verbal and written communication skills, with the ability to motivate and inspire a team.
• Coaching & Development: Strong coaching and training skills, with experience in personal development and customer care training.
• Analytical Skills: Ability to analyze performance reports and make data-driven decisions to improve team efficiency.
• Organisational Skills: Excellent organizational and time management skills, with the ability to manage multiple tasks and priorities.
• Problem Solving: Strong problem-solving skills, with the ability to handle escalations and queries effectively.
• Competitor Awareness: Keen understanding of competitor activity and pricing, with the ability to gather and act on relevant information.
• Flexibility: Willingness to travel to other branches (Bristol and Poole) once a month.

If you are passionate about sales and have the leadership skills to drive a team to success, we encourage you to apply for this exciting opportunity!