Telesales Manager

Telesales Manager Permanent Stoke on Trent £27,000 + Commissions My client are a manufacturer and global distributor of bespoke, high value products and are seeking an experienced Telesales Manager to join the team at an exciting period to continue to develop, grow and expand on the current sales function they have in place at their Staffordshire site.The Telesales Manager will be responsible for overseeing the daily operations of the call centre, ensuring efficient functioning, high performance, and exceptional customer service delivery. This role involves managing a team of telesales representatives, monitoring performance metrics, implementing strategies to improve productivity and customer satisfaction, and fostering a positive work environment. Duties to include:

1. Team Management:

• Lead, motivate, and supervise a team of Telesales representatives.
• Provide guidance, coaching, and training to enhance team performance and skill development.
• Conduct regular performance evaluations and provide constructive feedback.
• Address employee concerns and ensure adherence to company policies and procedures.

1. Operational Oversight:

• Develop and implement strategies to optimise call centre operations and improve efficiency.
• Monitor call queues and agent availability to ensure adequate staffing levels.
• Analyse performance metrics such as call volume, average handle time, and first call resolution to identify areas for improvement.
• Implement quality assurance programs to maintain service quality standards.

1. Customer Service Excellence:

• Foster a customer-centric culture focused on delivering exceptional service experiences.
• Handle escalated customer inquiries or complaints effectively and in a timely manner.
• Develop and implement strategies to enhance customer satisfaction and loyalty.

1. Technology and Systems Management:

• Oversee the use of call centre technology and systems to ensure optimal performance.
• Identify and recommend improvements or upgrades to existing systems.
• Ensure compliance with data protection regulations and security protocols.

1. Reporting and Analysis:

• Prepare regular reports on call centre performance, including key metrics and trends.
• Analyse data to identify patterns, opportunities, and challenges, and make data-driven decisions.
• Present findings and recommendations to senior management.

In order to be successful in the role of Telesales Manager:

• Strong and proven background in sales as a top performer
• Strong customer service experience with a track record of influential relationship building
• Experience working with and selling in the high value products sector
• You will be an excellent communicator
• Organised, reliable and results driven
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving abilities and decision-making skills.
• Proficiency in call centre technology and systems.
• Ability to work under pressure and meet targets in a fast-paced environment.
• Knowledge of customer service principles and practices.

In return you will receive:

• Competitive Salary + Excellent uncapped commission package
• A monthly attendance bonus
• 20 days annual leave plus bank holidays
• Exclusive discounts & offers.
• A positive working environment

If you are ready to contribute your sales ability to a team that thrives on creativity and innovation, I welcome your application. Join them in shaping the landscape and making a meaningful impact on businesses far and wide.If you have the relevant experience and would like to learn more, then please contact Safer Hand Solutions, and ask for Jo Glover. Alternatively, submit your application for consideration.