Contact Centre Sales Manager Southend-on-Sea, England
Job description
We have an exciting opportunity for an experienced Contact Centre Sales Manager to join our busy and growing team. if you have previous people management experience with a regulated contact centre sales role, a background in coaching and developing teams of sales executives and team managers to achieve performance targets we would like to hear from you.
The Role
Reporting directly to the head of contact centre you will drive the performance of your team and support staff, whilst ensuring engagement, delivering solutions to problems and supporting departmental growth. You will be required to analyse productivity and performance of campaigns from product retail prices to staff man hours, review productivity stats or quality of service, as well as measure and actively manage the effectiveness of your teams.
All aspects of delivering effective sales have to contribute towards the goal of creating remarkable experiences for customers and colleagues, whilst also achieving performance targets.
In addition to the above, the key responsibilities of the role are:
· As a member of the Contact Centre management team, you have to set the benchmark for the rest of the Operation to follow. You will be visible, confident, helpful and trustworthy and be a go-to person on the contact centre floor.
· You will oversee the performance of the team managers and help them develop their teams to be the next managers.
· Run your own team of sales executives as well as managers until the manager pool requires 3+ managers (30+ sales executives).
· You will be a key cog in the planning wheel and ensure budgets are met through effective resource planning and product setup.
· In order for the overall department to function, you must ensure that your area is working with and not against the other departments.
· Communication is a key component as you will have your eyes and ears close to the ground but will also have an understanding on the more strategic and long-term elements of the department.
· Key operational metrics will be in place and your dedication to exceeding these targets and ensuring the tools and processes are in place to succeed should be second to none.
· You will provide ongoing development and support to your team with a focus on ensuring they can be ready for the next step when the growth requires it.
· Without exception, all of your team should be set realistic but challenging Performance Development Plans which will align personal goals with campaign and business goals and fuel continuous improvement.
· Consistency and equality is a huge driver of success in the contact centre. As the CCM, you will be responsible for a considerable portion of this in your area but as a company, the management of all departments must ensure consistency across processes, teams, campaigns & sites.
· The CCM will conduct regular consistency clinics to challenge all aspects of the campaign and these will feed into the Performance Management meetings with the Team.
· As an CCM, you will need to have a close relationship with numbers and you will regularly analyse the performance of key metrics within the campaign.
· You will work closely with the team to manage outliers and recognise trends, before the become bigger and communicate your findings through coaching and 121’s.
· You will deputise for head of contact centre operations in their absence
· As part of driving performance and personal development for Team Managers and their sales agent, you will mentor, coach and train your teams, to ensure high standards of sales conversion, customer experience and compliance adherence.
· You will work closely with the QA function to identify and rectify performance and customer experience issues.
Working 35 hours per week, This role will is based in our Southend Office.
The package
- Salary up to £35,000 (DOE) with a bonus
- Pension contributions at 4% each
- Life Assurance 4x salary
- Enhanced holiday with the option to buy and sell holiday with Holiday Trading
- Enhanced sick pay increasing with service
- Salary sacrifice Cycle to Work scheme
- Discount platform offering access to discounts and cashback at over 900 retailers
- Discounted Health Cash Plan
- Employee Assistance Programme and access to an online Employee Wellbeing hub SmartTech – borrow up to £1,000 to spend at Currys PC World
The person
A confident self -starter, this person will have ability to engage, motivate and develop team members. Allowing team members to take ownership and responsibility for tasks, whilst empowering them to have open and honest communication.
This person will beresilient under pressure and comfortable in a changeable environment. With drive and determination to achieve goals, seeks to understand and resolve problems and show initiative.
A strong communicator who can identify the right combination of communication skills and customer focus to manage the conflicting needs of different stakeholders. Engages and informs other to ensure comprehensive understanding of the desired outcome.
Addresses conflict by intervening quickly and appropriately, focussing on the issues at hand to develop effective solutions helps others resolve conflict by providing impartial mediation when needed and keeps things simple.
Knowledge and Experience:
Essential:
· Good experience of managing in a contact centre environment.
· Quantifiable experience in maintaining service levels & performance metrics.
· Strong knowledge of Microsoft Packages (Excel, word)
· Well organised with structure and experience in process creation
Preferred:
· Experience of working in a client facing capacity
· Experience of campaign/product creation
· Experience of financial targets through budgets
The company
AutoProtect, Smart Insurance, and Shine! Repairs consolidated to form the AutoProtect Group in 2018. In late 2019, technology firm DealTrak joined AutoProtect Group. Bringing these four companies into one group allows each to operate independently but harness the collaborative power of a close, cohesive working relationship.
We work with vehicle retailers and manufacturers to bring award-winning protection, warranty and insurance products; easy-to-use Finance and Insurance platforms; and highquality customer services, founded on FCA Treating Customers Fairly principles.
We have a portfolio of proven and new products and services that are innovative, high quality and delivered direct to the consumer at affordable price points. Our business is proud of its personal customer contacts and agility to meet their needs and launch new products. We have experienced consistent growth and are looking to build on this experience and track record.
Our values
“Our AutoProtect Group values aren’t simply words and sentences — they stand for what we believe in and how we behave. They act as guidelines for everything we do.”
Last year, we started on the journey of exploring our new group values.
When defining our values, we wanted to make sure that they are both practical and aspirational — they challenge us to be the best we can be, but they’re also the moral compass to support us in our actions and decisions as we strive to create remarkable journeys every single day.
Whether it’s collaboration between teams as we develop our Navigate system or respecting each other when we’re communicating to solve problems in our daily work, our values support us in how we conduct both ourselves and our organisation.
Our values are:
Stronger Together: One family
We connect personally with others, we support each other and collaborate wherever we can. We share our knowledge of who we are, our industry, partners, teams, products and processes - both inside and outside the business.
Respectful: Every interaction matters
We respect each other’s points of view and differences, we’re open-minded and build good relationships. We are caring, empathetic, tolerant, and collaborative, making sure all opinions and ideas are considered. We do things with our external customers’ needs at heart.
Bold: The courage to do what's right
We believe in constructive challenge in the spirit of finding the best answers, discovering the truth, and making great decisions without blame or holding grudges. We empower others and take the time to seek answers together.
Agile: Embrace change and use initiative
We recognise the needs and requirements for personal and business agility and development. We always try and bring others along journey of change, be flexible and lead by example.
Make It Happen: Own it with pride
We are proud and passionate about the work we do. We commit to delivering high standards of performance and hold each one another accountable. We are focused on achieving and celebrating collective success.
Job Type: Full-time
Salary: Up to £35,000.00 per year
Benefits:
- Company events
- Life insurance
- On-site parking
- Sick pay
- Wellness programme
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Southend-on-Sea: reliably commute or plan to relocate before starting work (required)
Work Location: In person
