- Lead a team of agents to meet and exceed business objectives, ensuring that key financial, operational, and quality metrics are consistently achieved.
- Continually review and monitor the performance of all Agents/Advisors against agreed KPIs, ensuring that calls are handled professionally, instigating appropriate corrective action, using performance management tools to manage any shortfall.
- Ensure Agents/Advisors are recognised and rewarded for outstanding achievements/performance in line with company mission and values.
- Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
- Measure, report and communicate metric goal attainment for assigned team.
- Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all team members, encouraging feedback, and sharing of ideas and best practice.
- Maintain an environment that supports the spirit of teamwork, where Agents/Advisors are committed, loyal and take pride in working for the company.
- To contribute to the delivery and evaluation of sales agents coaching, mentoring, training, and support capacity by developing them to ensure that they are offering world-class service for our clients and their customers. Including training around policies, procedures and standards held by the business.
- Written and delivering feedback - able to provide specific written feedback that will enhance an individuals understanding and development areas from a coaching session, clearly articulating positive reinforcement and development areas to be worked on
- Contribute to making teams work efficiently by striving to build positive relationships and problem solving. This includes to working alongside the training and recruitment team.
- Delivering comprehensive coaching/training (daily/weekly coaching, role play, dip checks)
- Adherence to Company core values and understanding the importance of policies and procedures
Requirements
- Minimum 3 5 years Sales Team Management experience with a solid track record.
- Experience in working with the UK market advantageous
- Credit clear.
- Able to start in 2 weeks
- Able to work UK shifts up until 7/8pm
- Transport provided
What you need to know
- UK working hours/shifts.
- Great working environment with an amazing culture within a successful and established BPO.
Looking for your next dynamic career opportunity? Do not miss out on this opportunity.
