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Contact Centre Sales Manager
Recruiter
Call Centre Associates
Location
in West Sussex , South East
Salary: £35,000 - £42,000 per annum
Reference: CCH2390MC
The Company
This is a superb opportunity to join one of the worlds leading travel organisations.
The Role:
To effectively manage all aspects of the travel centre sales and performance including after sales functions. To ensure that all KPI’s relating to conversion, margin and quality targets are achieved on a daily, weekly, monthly, quarterly and annual basis. Driving performance through first class coaching, performance management and leadership to maximise call centre profitability and productivity.
Key Responsibilities:
Team Management
• Manage, coach and motivate Team Managers and Supervisors, ensuring they have the ability, knowledge and focus to coach and train their teams to achieve and exceed sales and service targets.
• Uses appropriate motivational tools at the right times to lever morale and/or results
• The call centre is controlled, has good energy, motivation, drive and regularly celebrates success
• Ensure appropriate incentives are introduced into call centre to motivate teams to drive sales and service performance
• To ensure staff are provided with ongoing training and appropriate feedback to minimise impact of company errors and maximise on service levels.
• To liaise with departments in the Company to promote good working relationships throughout
Commercial Awareness
• Hits targets, KPI's and objectives consistently.
• Plans target achievement at call centre and departmental level
• Monitors progress against targets
Customer Focus
• Encourages a culture and behaviours within the Travel Centre aligned to achieving objectives of the business and the customer
• Stays connected and close to customer experience and responds to customer feedback in a timely and appropriate manner
• To act as a point of escalation for customer queries or complaints and resolving issues in the interest of both the customer and the business.
Key Performance Measures
• Achieve and exceed call to booking conversion targets by brand
• Achieve planned margins
• Productivity and adherence of travel advisors
• Adherence to the Call Experience standards / call monitoring
Location:
This role is based in West Sussex.
Requirements:
• Able to lead, motivate and build strong teams, but also to work on own initiative
• Highly flexible, resilient with the ability to be innovative and create a professional, high performing but fun-working environment
• Excellent verbal and written communicator, with strong interpersonal skills.
• Displays a good commercial awareness and understanding of company business plans, objectives and strategy, in addition to competitor awareness.
• Ability to bring about and respond well to change, changing tasks and business objectives.
• Minimum 3 years experience in a Management role in a Call Centre environment.
• Experience of working in a target driven sales environment
Remuneration:
Benefits: Excellent Bonus + Superb Benefits
Salary: £35,000 - £42,000 per annum
Closing date: Monday 14th April 2008
To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to:
mark@callcentreassociates.co.uk
This is a superb opportunity to join one of the worlds leading travel organisations.
The Role:
To effectively manage all aspects of the travel centre sales and performance including after sales functions. To ensure that all KPI’s relating to conversion, margin and quality targets are achieved on a daily, weekly, monthly, quarterly and annual basis. Driving performance through first class coaching, performance management and leadership to maximise call centre profitability and productivity.
Key Responsibilities:
Team Management
• Manage, coach and motivate Team Managers and Supervisors, ensuring they have the ability, knowledge and focus to coach and train their teams to achieve and exceed sales and service targets.
• Uses appropriate motivational tools at the right times to lever morale and/or results
• The call centre is controlled, has good energy, motivation, drive and regularly celebrates success
• Ensure appropriate incentives are introduced into call centre to motivate teams to drive sales and service performance
• To ensure staff are provided with ongoing training and appropriate feedback to minimise impact of company errors and maximise on service levels.
• To liaise with departments in the Company to promote good working relationships throughout
Commercial Awareness
• Hits targets, KPI's and objectives consistently.
• Plans target achievement at call centre and departmental level
• Monitors progress against targets
Customer Focus
• Encourages a culture and behaviours within the Travel Centre aligned to achieving objectives of the business and the customer
• Stays connected and close to customer experience and responds to customer feedback in a timely and appropriate manner
• To act as a point of escalation for customer queries or complaints and resolving issues in the interest of both the customer and the business.
Key Performance Measures
• Achieve and exceed call to booking conversion targets by brand
• Achieve planned margins
• Productivity and adherence of travel advisors
• Adherence to the Call Experience standards / call monitoring
Location:
This role is based in West Sussex.
Requirements:
• Able to lead, motivate and build strong teams, but also to work on own initiative
• Highly flexible, resilient with the ability to be innovative and create a professional, high performing but fun-working environment
• Excellent verbal and written communicator, with strong interpersonal skills.
• Displays a good commercial awareness and understanding of company business plans, objectives and strategy, in addition to competitor awareness.
• Ability to bring about and respond well to change, changing tasks and business objectives.
• Minimum 3 years experience in a Management role in a Call Centre environment.
• Experience of working in a target driven sales environment
Remuneration:
Benefits: Excellent Bonus + Superb Benefits
Salary: £35,000 - £42,000 per annum
Closing date: Monday 14th April 2008
To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to:
mark@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 08-04-2008
Viewed: 990 times
Viewed: 990 times
