Team Manager
Job Title: Team Manager
Reports to: Operations Manager
Reports in: Tele Consultants
Purpose of Job
To effectively manage a team of tele consultants ensuring that effective team performance are achieved and a high quality service is delivered through leading, motivating, coaching and developing your team. You will contribute to the planning and supervision of the Contact Centre ensuring that the advisors achieve all targets for sales, service and productivity.
Principal Responsibilities
Sales & Customer service is of upmost importance and you will act as a role model for your team in the importance of offering an excellent service to internal and external customers
You will be heavily involved in the recruitment and retention of tele consultants. Excellent communication skills are a must for this role as is the requirement to focus on detail and quality.
You will ideally (not essential) come from a call centre background within the financial services industry, looking for a new career opportunity which is challenging and offers excellent progression. Working in a target/results driven position, you will be prepared to make sales calls when required to ensure maximum sales are achieved
Knowledge
Knowledge of the financial service industry
Working in a sales environment
PC literate
Excellent customer service/relationship building skills
Personal Qualities
Good communication skills
Ability to communicate effectively with colleagues and leadership team
Logical approach
Good team and interpersonal skills
Ability to work well under pressure
Ability to work un-supervised
Attendance
Normal full time attendance is 37½ hours per week working between 9:30am and 8:30pm on a rota basis (sat 9.30 to 13:00 when required). However, a need may arise from time to time where flexibility in the hours will be required.
Qualification Level Required
Essential:
Sound basic education, numerate with demonstrably good use of English, written and oral
Demonstrable potential for further development
GCSE Maths and English
Minimum 1 year Team Leader experience
Minimum 3 years experience of Call Centre environment
Outbound and inbound experience
Sales and customer service experience
Good coaching skills and experience
Good reporting skills and ability to analyse figures and data
Ability to work as part of a team as well as demonstrating own initiative
Desirable:
Educated to A level standard or above
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