Call Centre Manager

by | Jan 9, 2018 | 0 comments

Call Centre Manager
LOCATION: Bracknell
SALARY: £27,000 – £35,000 + OTE £55,000

iRecruit Partners are currently working with a company based in Bracknell who are looking for a Call Centre Manager to join their rapidly expanding team. You will responsible for overseeing the outbound call teams whilst also being actively involved in participating in the calls to the company’s registered applicants, clients and other specified data in order sell the products and services, whilst leading the team of Telesales executives to achieve team and personal targets.

MAIN RESPONSIBILITIES:

  • Make calls to applicants referred through by the company branches who live outside the area and convert them to market appraisals for other leading Relocation Agent Network estate agents in the area
  • Make outbound calls to new applicants who make contact with the company via various Internet portals and sell products and services
  • Make return calls to people who make enquiries via the websites – Market Appraisal (MA) request, or who email a general enquiry
  • Make calls to leads allocated by the Central Sales Manager from missed online enquiries
  • Make outbound calls to telephone numbers of homeowners acquired by the company with the aim of offering services
  • Research leads from private adverts related to the brand cluster area and make outbound calls to those leads to generate Market Appraisals and sell products and services
  • Responsibility for escalation of any staff issues to HR/Management
  • First-Line responsibility for personnel issues, including team standards, seating, following-up on sickness, approving holidays in line with the standard Company processes
  • Implement the rules for referral ownership
  • Leads the team but being a top performing call team member in terms of personal results on a pro rata basis
  • Assist with the implementation of the call centre strategy as set by the Central Sales Manager
  • Agrees team objectives with Central Sales Manager and breaks down into personal targets then communicates to team members
  • Ensure any missed calls on the ‘call back grid’ are dealt with within the business day
  • Ongoing listening to calls and providing feedback to all team members re quality/missed opportunity
  • Keep records on Excel of calls, MA’s booked and referrals made per session
  • Product monthly commissions claims based on completed actions (MA done, Conveyancing instructed etc.) for the team
  • Ensure all team documentation is up to date and accurate
  • Compile monthly commission claims for Central Sales Manager review
  • Monthly audits

REQUIRED SKILLS AND EXPERIENCE:

  • Enthusiastic and pro-active team player with can-do attitude
  • Previous call centre experience in a similar role
  • Able to effectively motivate a team
  • Able to liaise with clients confidently and professionally
  • Highly organised
  • Intermediate Word, Excel and Outlook skills
  • Good attention to detail
  • Strong and confident communicator with high level of written and spoken English

KEYWORDS: Call centre / Contact Centre / Telesales / Management / Targets / Commission