Team Manager - Telesales Jobs in Portsmouth on your local Portsmouth jobs site. Careers in Portsmouth, local employment and work in Portsmouth.

Skip to the content

Job Search

search
by sector
by location

Quick Search

Keywords

Region

Location

Sector

Salary

Team Manager - Telesales

This job has expired, and cannot be applied for.

Astute Technical Recruitment - Portsmouth Jobs

Posted By: Astute Technical Recruitment - Portsmouth
Address:
Contact: 02392 658210
Date Posted: 22nd Sep 2008
Salary: £18000 - £25000 per annum + Bonus
Location: Portsmouth
Reference Code: 0808-7
Views Since Posting: 69
Full Description:

Portsmouth Team Manager

Main Purpose

To achieve the Call Centre objectives, through the management of SP's / the Call Centre's performance via strategic measurement and staff development.

Key Relationships

Management - Reporting directly to the Assistant Call Centre Manager. They will be responsible for your development, and your targets are a reflection of theirs.

Team Members - Responsible for the day to day management of all SP's working on your shift.

All Team Managers will be assigned a team of SPs whether you work with them directly every day or only once a week. As their line manager you will be responsible for their personal development giving them regular coaching, feedback and guidance.

As a Team Manager you will also be expected to uphold suitable discipline, take ownership of this, set a professional example at all times and initiate relationships with all members of staff

Key areas of Responsibility

To ensure the Call Centre is meeting company objectives, productivity and cost targets at all times, achieved through monitoring and interpreting statistics produced from all reporting systems. This includes Call Duration, Average Speed of Answer, Abandonment Rate, Calls per Hour, Calls per Operator, Wrap Times, Sales Conversion and customer satisfaction.

Team co-ordination through co-ordinating ongoing activity through the use of plans, holding regular updates with the team, ensuring objectives are met and delivered.

Individual and Team Development through identifying the training and development needs of team members in order to meet call centre roles and responsibilities.

Individual and Team appraisals by carrying out regular individual updates and appraisals in order to review progress against individual objectives and identify any development needs.

Training needs analysis by regular team training analysis, identifying individual and team training needs and actioning recommendations.

Call Centre enhancement by effectively reviewing delivery processes and procedures, recommending delivery enhancements in order to exceed and enhance the Call Centre structure.

Developing morale and motivating through monitoring, then analysing and reporting trends in Team morale and motivation, taking appropriate action where necessary to meet the required standards.

Teamwork by building and maintaining close working relationships with the General Manager, Project Manager, SPs, Schedulers / Analyst, Human Resources and Trainers to ensure successful delivery of Call Centre objectives.

Allocation of individual responsibilities by briefing the Call Centre objectives to the SPs and agreeing individual responsibilities.

Resource Allocation - To identify the skill sets and most effective human resource required to achieve Call Centre objectives, reallocating team members as required.

Attendance of all relevant Training and Coaching sessions.

Completion of Team Timesheets correctly, accurately and on time.

Deal with issues within the Call Centre in an effective and confidential manner, this includes monitoring attendance, dealing with lateness and sickness.

Action emergency procedures on behalf of the Call Centre as and when required.

To participate in a Team Manager rota to manage the Call Centre out of hours in accordance with company objectives.

Behaviours

Working Together
Takes responsibility for providing upwards feedback
Establishes and maintains formal and informal communication processes within the team
Builds and develops relationships with internal/external contacts
Actively seeks to share information in order to improve quality performance
Leads/helps manage workshops/meetings/presentations

Leading others by example
Understands the purpose and relevance of company policies, procedures and training and provides support and coaching as required ensuring team commitment to them
Helps manage others work and provides guidance/input to colleagues in decision making
Contributes to the decision making of the group/team and actively seeks input of appropriate people
Ensures all individuals within the team have development plans and are provided with the support to achieve them

Managing and delivering the business
Analyses operator performance issues and helps to resolve problems/produces reports
Develops short term plans for self and team to meet business targets
Plans and manages the work of team as required
Takes responsibility for achieving team results, developing short term plans for team and self to meet business targets

Development
Supports SPs to create and implement personal development plans, providing constructive performance feedback
Identifies individual and team training needs in order to achieve Call Centre objectives, highlighting areas of development
Communicates realistic development opportunities to individuals and manages career expectations
Recognises the strengths and weaknesses of individuals and initiates action plans to aid development
Provides constructive and objective feedback to SPs in order to aid development
Carries out monthly performance updates with individual team members

Results Orientated
Identifies, controls and influences factors that affect Call Centre objectives
Clarifies Call Centre objectives and initiates methods and processes to achieve them.
Demonstrates an accurate and up to date knowledge of team performance and daily targets/agent statistics
Prioritises tasks and actions and pursues them until satisfactory completion is reached
Ensures personal and team tasks are achieved, setting deadlines and monitoring progress to ensure deadline completion, and acts clearly and decisively when targets are threatened.

Analysis and decision making
Demonstrates an understanding of the impact of actions on the team and Simply Shopping
Analyses call handling, and agent statistics from a variety of sources and implements required actions
Considers the long term consequences of actions before making and implementing decisions. Does not make assumptions, reviews/investigates all facts before making decisions or taking action

Knowledge
Commercial understanding of industry
Knowledge of company strategy and escalation processes
Understanding company tactical and strategic needs
Financial analysis

Skills
Call Centre management processes
Analysis and reporting
Performance management
Planning and prioritisation
Objective setting and action planning
Skills analysis
Influencing and communication
Interpersonal

YOU MUST HAVE A MINIMUM OF 1 YEARS PREVIOUS CALL CENTRE TEAM MANAGER EXPERIENCE