Job title:
Team Leader - Customer Contact/Sales
Location:
London
Reports to:
Director of Marketing
Purpose and scope of the role (to include management and budgetary responsibility):
1) Management of a team of customer contact/ sales associates
2) Delivery of lead generation targets
Main duties and responsibilities:
- Interview and hire a team of inbound and outbound telephony staff
- Support training on systems, products and services
- Support team 'set up' activities, including design of workflows, processes, reporting, target setting
- Quality monitoring and coaching of the team
- Close collaboration with key business areas and marketing teams to understand and support services and campaigns
- Delivery of quality leads by correctly understanding customer need and offering relevant service
- Ensure all customer contact via email, web and telephone managed to time and quality
- Management of switchboard function
- Implementation and management of inbound and outbound campaigns
- Management of KPIs and team productivity
- Provision of regular reporting detailing team performance
- Recommend and implement operational process improvements
- Provision of customer insights to feed into proposition development
Key Performance Indicators
- Lead generation targets achieved (to be agreed with each business area)
- Achievement of quality and turnaround times
Key skills
- Excellent managerial skills with the ability to motivate staff
- Strong sales capability and ability to coach others
- Good communication skills (written and oral)
- Good interpersonal skills
- Good organisational skills, ability to plan and prioritise
- Good problem solving and process design skills
- Good level of attention to detail
- Ability to work on own initiative
- IT literate - good understanding of CRM and telephony systems
- Good numeracy skills
- Team oriented and flexible approach to role
Qualifications and experience (required/desired):
- 2 years' management experience of a sales oriented telephone based team
- Minimum A Level or equivalent
- Understanding of environment sector desirable but not required