Contact Centre Sales Manager - National Retailer

Driving a high-performing Contact Centre Sales team.

Recruiting, coaching and developing the team.

Client Details

My client is an award-winning national retailer.

Contact Centre Sales Manager - National Retailer.

Description

The Contact Centre Sales Manager - National Retailer will be responsible for the following:

• managing the online and contact team to achieve strong commercial results across finance, service, people and operations.
• manage the team performance in bookings, margin and profit.
• ensure they, as well as their supervisor is driving effective performance across the team.
• manage and control variable costs.
• ensure customers have a positive experience when dealing with the team.
• ensure swift and satisfactory resolutions of any complaints, queries and repeat occurrences.
• comply with company policies around recruitment, talent management, probation, development of the team, succession planning, performance management as well as absence management.
• ensure the adequate training of the team is happening to maximise commercial output and performance.
• ensure the working environment is positive and harmonious and standards are kept high.
• create a positive working culture and approach to motivate the team to maximise all commercial performance and opportunities.

Profile

The Contact Centre Sales Manager - National Retailer will come with the following skills and experiences:

• previous experience of leading an internal, contact, or customer service team with KPI management and commercial objectives
• experience of being full accountable for the team performance
• reporting into senior management on a weekly basis
• strong people management skills and experience of recruitment, training and development of staff
• high standards when it comes to performance but also presentation and delivery from the department
• demonstrable experience of working with finance, marketing, HR and operations teams
• analytical and data driven in nature, able to analyse and asses to make appropriate decisions
• strong encouragement of innovation and creation
• positive approach to change, and able to manage up and down the org chart
• enthusiastic, self aware and always looking to learn and develop
• able to get to the Essex office on a daily basis

Job Offer

c£45,000 base salary per annum + commission & bonuses + benefits package