Telesales Team Leader

DPD UK; Smethwick; On-site; GBP 34,000; Full time

Job summary

An established industry player is seeking a Telesales Team Leader to drive performance and support a dynamic sales team. In this pivotal role, you will implement training and development plans, coach Telesales Executives, and ensure compliance with daily targets and KPIs. This position offers a unique opportunity to thrive in a fast-paced environment while contributing to a company that values sustainability and customer service. With a commitment to employee development and a range of attractive benefits, this role is perfect for those looking to make a significant impact in their career.

Benefits

Holiday trading

Enhanced maternity and paternity package

Free life assurance

Free onsite car parking

Health kiosks

Vitality at Work

Discounted shopping

Milestone Days off

Free eye tests

Qualifications

• Demonstrable experience in a similar environment with team supervision.
• Ability to thrive in a busy, fast-paced environment.

Responsibilities

• Implement training and development plans for Telesales Executives.
• Monitor outbound calls and emails, providing coaching.

Skills

Team Supervision

Coaching

Organizational Skills

Data Analysis

Conflict Resolution

Tools

Salesforce

Vonage

Job description

Company Description

• Contract Type: Permanent / 37.5 hours per week
• Salary: £34,000 plus commission
• Location: Smethwick - Roebuck Lane B66 1BY
• Days of Work: Monday to Friday 9am - 5pm
• Hybrid Working: 3 days in the office 2 days at home, however subject to change depending on business needs.

Join us on our journey as we aim to be the UK’s most sustainable delivery company, whilst ensuring our customers continue to receive a world class service. You will be in a busy and fast paced business, with a turnover of nearly £2 billion, that can offer you great benefits and plenty of opportunities to progress your career.

DPD are passionate about creating an environment that is open, ethical, inclusive and socially responsible.

When joining DPD you are not just starting a job, you are vital to our journey to be the most customer centric, inclusive, sustainable and leading parcel delivery provider within the UK who embraces and drives change, placing our people and our customers at the heart of what we do.

Along with job security, the tools to do the job and a competitive salary, you’ll receive fantastic benefits starting on day one, including never working on your birthday ever again!

DPD is a Valuable 500 company and a Disability Confident Employer.

Job Description

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 to achieve KPIs. You will also be offering one to one coaching and monitoring outbound calls and emails.

• Providing any briefings or communication to the team on any updates, changes or information that may affect them or support them in the delivery of their role.
• Resolution of escalated queries from Telesales Executives.
• Review daily calls SLA through Vonage.
• Review daily targets and KPIs through Salesforce, and report stats daily.
• Audit checks against the calls with Vonage and processes within Salesforce to ensure compliance within the team.
• Maintain the field sales to telesales executive alignment.
• Complete reviews with the telesales executives - on performance, KPIs and compliance.
• Assisting in the training of new starters.
• Manage day to day activities of the agents, escalating any people issues to the Telesales Manager.

Qualifications

As the successful candidate, your career history will evidence demonstrable experience in working within a similar environment. You will have experience in supervising a team, with the ability to engage and motivate others.

Due to the nature of our business, the ability to thrive in a busy and fast paced environment would be preferred.

Your strong organisational skills and high attention to detail are fully utilised in this role. Alongside these, you will need to have:

• The ability to effectively handle challenging conversations and complaints/escalations.
• The ability to train any new starters.
• Ability to analyse data, identify errors and rectify any issues.
• Demonstrate the core values of DPD – Passion, Respect, Honesty, Flexibility, Caring and Accountability.

Additional Information

We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few:

• Holiday trading.
• Enhanced maternity and paternity package.
• Free life assurance of 4 x salary on joining the pension scheme.
• Free onsite car parking for all employees.
• Health Kiosks visiting every location.
• Vitality at Work.
• Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping.
• Milestone Days off to celebrate with your family and friends.
• Free eye tests and support with the cost of glasses.

Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities.

If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you! Apply today.