Contact Centre Team Manager (Permanent)

We are looking for an experienced Contract Centre Team Leader/Manager that has worked in the travel industry or has a passion for travel! This is a fantastic opportunity to work as part of a leading organisation to help boost team moral, drives sales and deliver exceptional level of customer service at all times.

Role Purpose

The primary function of this role is to manage and motivate a team of Contact Centre colleagues to deliver (sales) targets. The role will be focused on driving sales behaviours, improving team efficiency and effectiveness while delivering a quality customer experience.

You will inspire your team through regular remote and face to face coaching and development and managing individual performance against contact centre KPIs. With your own performance targets being aligned to your overall team's target.

Daily

• Monitor at least 8 calls per month per agent, 4 of which should be side by side
• Conduct monthly 1-1's with each Sales Executive
• Set Action plans for Sales Executives where required
• Analyse data for your team identifying trends and opportunities
• Recruitment of new team members
• Motivating and driving the team to achieve best results and share "best practice" with peer group
• Being the escalation point for all Sale Executives, answering any technical questions from customers and being comfortable handling challenging situations
• Undertake Real Time Management of Call Queues and Sales Executives
• Take customer Contacts for One hour per month as if a sales executive
• Escalate operational issues as appropriate to the Head of Contact Centre
• Ensure all customer communication channels are being actively monitored and resourced. E.g. Live Chat, email, and phone.
• Communicate to your team's business critical information that impacts their roles. E.g. product launches, customer directives, etc.
• Assist the Head of Contact Centre in implementing key changes to ways of working, structure, etc.

About you?

• Travel experience along with proven results managing/leading a sales team in a contact centre environment
• Significant experience within a telesales or desk-based sales role in a highly customer centric environment
• Proven experience in observing and coaching a team, mentoring and have a good understanding of conducting appraisals, 1-2-1's and dealing with performance related issues
• Understanding of how to run a sales process in a contact centre environment
• Able to interpret data and form plans from findings
• Good experience working with Microsoft Office (Word, Excel & PowerPoint)
• Competent to stand up to audiences and motivate the team, driving behaviours
• Highly organised, can delegate responsibilities and plan workload for team
• Ability to deliver excellent results in fast-paced environment
• Excellent communication skills
• Listens and provide solutions diligently and promptly
• Dedicated to providing a high-quality and efficient service to customers.

The Role

• Circa £30,000 DOE
• 37.5 hours - Can be between 9AM-19:00 PM Mon - Frid, 9AM - 17:00 PM Sat, 10AM-16:00 PM Sunday & Weekend 1 in 2 during peak period, 1 in 3 during non peak
• Passport to success programme
• Progression opportunities
• 25 days + BH
• Pension 3% employer employee 5%
• Employee Assistance program
• Discounts on travel related products
• Parking on-site

Apply today!

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.