Telesales Team Manager

Oak Furnitureland; Swindon; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the furniture industry is seeking an experienced Telesales Team Manager for their Swindon Head Office. The role involves overseeing telesales operations, driving team performance, and ensuring customer satisfaction. Ideal candidates will have a strong background in team management and possess excellent leadership qualities.

Benefits

Employee discount on products

Life assurance

28 days holiday

Birthday off

Pension contribution scheme

Employee Assistance Programme

My Rewards Programme discounts

Qualifications

• Experience in managing teams in a contact centre.
• Demonstrated leadership ability, showing respect and setting an example.
• Proven track record in improving team engagement, attendance, and retention.

Responsibilities

• Oversee day-to-day operations of telesales team.
• Motivate team to achieve sales targets and KPIs.
• Provide coaching and feedback to team members.

Skills

Leadership

Team Management

Analytical Skills

Computer Literacy

Motivational Techniques

Tools

Contact Centre Systems

Telephony Tools

Job description

We’re looking for an experienced Telesales Team Manager to join us at our Swindon Head Office. This full-time role is for 40 hours per week, working from 9:00 am to 6:00 pm, including alternating weekends (Saturday and Sunday). If you work a weekend, you’ll receive two days off during the week.

If you’re passionate about motivating a team and achieving great results, we’d love to hear from you!

The Telesales Team Manager is responsible for overseeing the day-to-day operations of a team of telesales advisors, ensuring high performance in achieving sales targets, KPIs, and delivering exceptional customer service. The role involves managing and motivating the team to exceed sales goals while maintaining a customer-first approach. The manager is accountable for individual and team performance, driving sales effectiveness through coaching, development, and performance tracking.

Key responsibilities:

• Team Leadership: Lead the team in delivering excellent customer service and achieving KPIs.
• Motivation & Engagement: Use motivational techniques to create a positive work environment.
• Product Knowledge: Keep updated with product information and communicate this to advisors.
• Workload Monitoring: Ensure the team responds to customer queries in a timely manner.
• Complaint Review: Oversee responses to ensure customer service meets the required standards.
• Coaching & Feedback: Continuously develop the team through coaching and regular feedback.
• Incident Reporting: Raise issues with appropriate stakeholders.
• Training & Development: Identify training needs and provide necessary coaching.
• Adaptability: Adjust to changes in products, services, and processes to ensure excellent customer experience.
• Recommendations: Provide feedback to improve customer experience.

Skills and Experience

• Experience in managing teams in a contact centre.
• Demonstrated leadership ability, showing respect and setting an example.
• Proven track record in improving team engagement, attendance, and retention.
• Success in coaching, recruitment, and team development.
• Ability to manage time and prioritise tasks effectively.
• Analytical skills to improve team performance based on data insights.
• Computer literacy, with knowledge of contact centre systems and telephony tools.
• Bonus structure (monthly).
• Employee discount: discounts on Oak Furnitureland products after probation.
• Life assurance: cover of at least two times your annual salary up to age 65.
• 28 days holiday (including bank holidays).
• Birthday: an additional day off.
• Pension: 4% employee contribution matched by the company.
• Employee Assistance Programme: access to counselling services.
• My Rewards Programme: discounts on restaurants, supermarkets, entertainment, and holidays.