Telesales Team Leader

DPDgroup; Smethwick; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in parcel delivery is searching for a Telesales Team Leader to enhance training programs for their Telesales Executives. This role encompasses coaching, managing daily activities, and aligning field and tele sales. It requires experience in team supervision, strong organizational skills, and the ability to motivate others. Benefits offered include enhanced family leave packages and free onsite amenities.

Benefits

Holiday trading

Enhanced maternity and paternity packages

Free life assurance of 4x salary upon joining the pension scheme

Free onsite parking

Health Kiosks at all locations

Vitality at Work program

Discounted shopping with many retailers

Milestone days off

Free eye tests and support with glasses costs

Qualifications

• Demonstrable experience in a similar environment.
• Ability to thrive in a busy, fast-paced environment.
• High attention to detail.

Responsibilities

• Implement training and development plans for Telesales Executives.
• Monitor outbound calls and emails.
• Conduct audit checks to ensure team compliance.

Skills

Team supervision skills

Data analysis skills

Organisational skills

Ability to handle challenging conversations

Job description

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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.

• Provide briefings or communication to the team on updates, changes, or information that may affect them or support them in their roles.
• Resolve escalated queries from Telesales Executives.
• Review daily call SLA using Vonage.
• Review daily targets and KPIs through Salesforce, and report stats daily.
• Conduct audit checks on calls with Vonage and processes within Salesforce to ensure team compliance.
• Maintain alignment between field sales and telesales executives.
• Complete performance, KPI, and compliance reviews with telesales executives.
• Assist in training new starters.
• Manage daily activities of agents and escalate personnel issues to the Telesales Manager.

Qualifications

The successful candidate will have demonstrable experience in a similar environment, with team supervision skills and the ability to engage and motivate others.

Ability to thrive in a busy, fast-paced environment is preferred.

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

• Effective handling of challenging conversations and escalations.
• Training experience with new starters.
• Data analysis skills to identify and rectify errors.
• Alignment with DPD’s core values: Passion, Respect, Honesty, Flexibility, Caring, and Accountability.

Additional Information

We value our people as the heart of our business and aim to recognize their contributions through various benefits, 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 all locations
• Vitality at Work program
• Discounted shopping with many 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