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Manchester call centre is one of the largest in the Northern Wholesale division. The local sales teams form an essential part of the company, handling calls from Independent and FTM customers for Manchester, Wakefield and Liverpool depots and is integral to the success of our business.
We are currently looking for a Telesales manager to operate out of the Manchester depot. The Telesales Manager is responsible for leading and developing the telesales department to achieve ambitious growth and sales targets. This leadership role involves overseeing all telesales operations, driving performance, and shaping strategies that deliver strong sales results and an excellent customer experience. Additionally the Telesales Manager is accountable as part of the Regional Management Team for the achievement of the Regional profit through maintaining standards of Customer Service and cost control. As part of this team you will be responsible for delivering sustainable sales and profit growth in line with agreed targets. Oversee the day to day operations of the telesales department to ensure consistent high performance and adherence to sales processes. Monitor and improve KPIs, to achieve optimal productivity. Contain telesales costs within the Depot targeted levels, with particular emphasis on areas impacting on depot distribution costs. Develop and implement effective ways of working and best practices to streamline the telesales process and maximise outcomes.
You will be expected to lead, inspire and manage a team inc a telesales team leader and telesales executives to drive performance, motivation and job satisfaction. Establish a supportive team environment focused on continuous improvement, skill development and achieving shared goals. Conduct regular training and coaching sessions to enhance selling skills, product knowledge and adherence to best practice. Review, target and measure Key Performance Indicators with the department through the forum set out with the Pathway Performance approach. Ensure the department is in full compliance with both the Company ‘Environmental’ and ‘First for Service’ policies. Manage, appraise, assess and develop the telesales department ensuring Company standards are adhered to and taking such action that may be necessary through relevant company standards.
Ensure all telesales interactions reflect a customer-centric approach, with a focus on providing a positive experience and fostering long term relationships. Working closely with the wider Depot operations [customer service, transport, warehouse] to address customer needs and maintain high satisfaction and loyalty. Achieve and maintain professional standards of customer service through compliance with the Service Circle philosophy and effective handling of customer complaints in line with Company procedures.
Oversee the implementation and use of BIDIQ and other telesales technology to improve workflow efficiency lead management and data tracking. Responsible for implementing and supporting the use of new tools or innovations to enhance sales effectiveness.
Provide regular reports and performance analysis to senior management, highlighting successes, challenges, and areas for improvement. Use data and insights to inform strategic decisions, adjust sales approaches and identify.
Experience
In order to effectively carry out all the requirements of this role, it is anticipated that the job holder will need to work hours in excess of the normal working day, together with the occasional overnight stay. It is envisaged that the job holder will have had a minimum of at least two years leadership experience, ideally in a telesales or contact centre environment. The job holder should be able to demonstrate success in achieving or exceeding sales targets and driving team performance with a strong understanding of telesales techniques, metrics and best practices. There is a requirement to be proficient in CRM software and telesales tools, with the ability to leverage technology for performance improvement. The role holder should have skills in leadership, coaching paired with strong interpersonal skills. The role holder should also have experience of working in a goal oriented, fast paced environment.
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