Views

applicants

• Please note this role could also be based in the North West ***

Outbound Telephony is taken seriously here. That’s why this organisation are investing heavily into state-of-the-art technology – technology that will ensure they continue to deliver for customers, and that they outperform their competitors.

And they don’t just invest in work-related facilities. Their Sales Contact Centre has an on-site canteen, a brand new coffee shop and an on-site subsidised gym. They also have an active Sports and Social Committee. In fact, there are all sorts of ways that you can get involved and stretch yourself. But with a generous holiday entitlement (up to 30 days in addition to statutory bank holidays), you’ll also have plenty of time to put your feet up and relax, either at home or abroad.

Overall Job Purpose – the purpose of this role will be to deliver customer sales through supporting the Performance and Talent manager through the Operational management team in the execution of development programs and focus on call quality, customer experience and to drive optimum performance management across all Outbound activity.

The role holder will also be responsible for tactical development of performance management that will enhance performance levels across the outbound areas.

Person Specification (skills & experience required)
Significant operational experience gained in an results driven, commercial Call / Contact Centre in a Quality Management, Training Design & Delivery or Performance Coach role
In-depth knowledge of Outbound Acquisition, Up sell, Retention and Winback methodologies and be familiar in current trends, concepts and issues in a regulated Contact Centre
Proven track record in creating, developing and managing performance improvement tools – such as Workshops, Call Monitoring Process’, Benchmarking and Evaluation and Training
Proven track record in managing successful quality and performance initiatives and understanding Contact Centre Advisor & Management behaviours
Proven track record in a high-performance sales role, as well as delivering and monitoring sales performance and a proven ability to identify performance improvements in call handling, presentation and self and peer evaluation techniques through monitoring and coaching to success
Thorough awareness of Contact / Call Centre practices with a key focus on innovative coaching and development techniques, quality frameworks or incentive schemes
Previous experience in a fast paced Coaching / results driven Training environment

Role Responsibilities:
The jobholder will work as a key driver of quality adherence and identify, develop and deliver then evaluate training and coaching development post-induction to ongoing training and operational sales performance management. In addition the job holder will conduct call levelling, quality monitoring using the Call Coach standard across Communities with both SSM and Team Manager and will be responsible for the regular levelling sessions across Outbound and with other internal and external stakeholders.

Key to the job holders success, will be to build relationships across the operation ensuring that commitment is gained and influenced across customer experience, performance development and talent management, and will also contribute to the strategic development of all sales channels

Key Accountabilities
• Develop Team Managers across Outbound communities to deliver the business objectives through successfully managing operational activity to agreed Campaign targets
• Enhance the Direct Channels and Outbound Sales Strategy as defined by the business by developing successful up selling methodologies that deliver from the outset in conjunction with the Performance and Talent manager and Sales & Service Managers
• Drive a winning success culture that motivates and drives the Outbound Management Team and advisors performance, including all the Communities operational and support teams to exceed the business expectations

This is definitely not the average contact centre. For one thing, there’s no cold calling. This organisation is all about contacting existing customers with carefully selected products and services. They like to tell it straight and tell it great. It’s an approach that’s taken this organisation to the forefront of customer-led, proactive Outbound Telephony.

Hugh Growth Planned – This Contact Centre is set to double in size and you’ll play a key role in managing that growth. As one of their senior leaders, you’ll have the autonomy and responsibility you need to introduce new ideas and innovative approaches, and to contribute to a best practice culture.

In short, if you’ve got what it takes to make a real difference to this business, you can rely on this organisation to give you all the opportunities you need to enjoy a fantastic management career.

Fantastic Benefits include:
Holiday up to 30 Days + bank holidays
Generous Bonus Scheme up to 40%
EXCELLENT Contributory Pension Scheme – 3% self &17% from Company
Private Healthcare
Subsidised Gym and Canteen

Package:
Excellent Salary & OTE + bens