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THE COMPANY

One of my reputable blue-clients is looking to recruit a Sales Target Driven Leader to coach, develop and motivate an Inbound Sales / Retention team of 100 FTE with 7 Direct Reports in a fast paced pressurised environment.

You will be responsible for leading and motivating a skilled team dedicated to minimising customer disconnects through effective Retention techniques and pro-active processes. To assist in the implementation of the company’s customer retention strategy through the effective operational management of a Retention Centre.

THE ROLE

• You will be responsible for leading, coaching, developing, motivating, and organising a sales orientated team to manage customer calls efficiently and effectively whilst minimising the loss of customers to the business

• Ensure the effective management of all retention activity ensuring consistent delivery of agreed KPI’s within defined timeframes and budget (including credit spend)

• Full autonomy for developing and maintaining effective business unit to deliver excellent customer service whilst installing the importance of effective customer relationships

• Identifies possible needs for improvement in processes, learning and systems and refers them to the appropriate support area or to more senior management

• Coach the team within a group environment and also have experience of carrying out detailed 1-2-1’s

• Resolving high level complaints and escalated calls quickly and effectively to the satisfaction of the customer and the business

• Managing and contributing to the Call Centre achieving its overall service levels and client specific targets by ensuring business unit adheres to key processes and procedures and ensuring service levels are maintained

• Producing consolidated weekly and monthly reports on performance

• Building professional relationships with peers, colleagues and third parties in order to deliver and exceed specific customer requirements

KNOWLEDGE AND EXPERIENCE

• Must have a proven track record of working to Sales / Retention targets previously whilst managing and leading a similar sized team in a call centre function

• You must be passionate about achieving results through your people – be able to engage and interact with direct reports ensuring that motivation levels are high within the team

• A committed, passionate, and enthusiastic leader who is a inspirational leader

• Proven track record of developing a team that has achieved outstanding results

• You must be able to build collaborative, enduring partnerships with key stakeholders that consistently delivers win-win outcomes

• Act with passion, integrity and determination – a strong people manager who can motivate a team onto success

REMUNERATION PACKAGE

• £30k Basic Salary Per Annum

• £10k Bonus / Commission Structure

• Excellent Benefits Package

NEXT STEP

To register your interest in this exciting opportunity please forward your current CV detailing your existing remuneration package by email to; robg@callcentreassociates.co.uk or by telephone on 0208 514 7400. Only candidates with suitable experience will be contacted shortly after.