Telesales Team Leader

TN United Kingdom; Smethwick; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Telesales Team Leader to enhance team performance and drive success. This role involves implementing training and development plans, offering coaching, and monitoring KPIs to ensure the team meets targets. You will play a crucial role in aligning field sales with telesales executives and maintaining high standards of compliance. Join a company that values its people and offers a range of attractive perks, including enhanced family leave and health benefits, in a fast-paced environment where your contributions will make a significant impact.

Benefits

Holiday trading

Enhanced maternity and paternity packages

Free life assurance of 4x salary

Free onsite parking

Health Kiosks

Vitality at Work program

Discounted shopping

Milestone days off

Free eye tests

Qualifications

• Demonstrable experience in a supervisory role within a telesales environment.
• Strong organizational skills and attention to detail.

Responsibilities

• Conduct performance reviews and assist in training new starters.
• Manage daily activities of agents and resolve escalated queries.

Skills

Team Leadership

Coaching

Data Analysis

Organizational Skills

Conflict Resolution

Tools

Salesforce

Vonage

Job description

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Job Title: Telesales Team Leader

Our National Telesales and Direct Sales Manager and Telesales Manager are looking for a Telesales Team Leader to implement training and development plans to help our Telesales Executives achieve KPIs. You will also be offering one-to-one coaching and monitoring outbound calls and emails.

Responsibilities

1. Provide briefings or communication to the team on updates, changes, or information that may affect their roles.
2. Resolve escalated queries from Telesales Executives.
3. Review daily call SLA through Vonage.
4. Review daily targets and KPIs through Salesforce, and report statistics daily.
5. Conduct audit checks on calls with Vonage and processes within Salesforce to ensure compliance.
6. Maintain alignment between field sales and telesales executives.
7. Conduct performance, KPI, and compliance reviews with telesales executives.
8. Assist in training new starters.
9. Manage daily activities of agents, escalating any personnel issues to the Telesales Manager.

Qualifications

The successful candidate will have demonstrable experience working in a similar environment, with prior supervisory experience and the ability to engage and motivate a team.

Due to the nature of our business, the ability to thrive in a busy, fast-paced environment is preferred.

You should possess strong organisational skills and high attention to detail, along with:

• Ability to handle challenging conversations and escalations effectively.
• Experience in training new starters.
• Ability to analyse data, identify errors, and resolve issues.
• Alignment with DPD’s core values: Passion, Respect, Honesty, Flexibility, Caring, and Accountability.

Additional Information

We value our people highly, recognizing that they are central to our success. We offer more than just a salary and job stability, including:

• Holiday trading
• Enhanced maternity and paternity packages
• Free life assurance of 4x salary upon joining the pension scheme
• Free onsite parking
• Health Kiosks at every location
• Vitality at Work program
• Discounted shopping with numerous retailers, including up to 5% off supermarket shopping
• Milestone days off to celebrate with family and friends
• Free eye tests and support with glasses costs