Call Centre Manager

As a pivotal member of my clients team, you will assume responsibility for overseeing daily outbound operations, managing a team of approximately 50 agents (and growing), and reporting directly to the Chief Commercial Officer. The ideal candidate is organised, pragmatic, adept at problem-solving, possesses a strategic mindset for continuous improvement, and has a passion for leadership and customer-centric solutions.

Key Responsibilities:

• Lead and support Sales Agents and Team Leaders, setting clear performance objectives and ensuring sales targets are met.
• Collaborate with HR on disciplinary matters and implement performance management interventions.
• Foster a positive and productive team environment, emphasising motivation, teamwork, and transparent communication.
• Develop and implement a workforce plan to allocate resources effectively, including staffing, scheduling, and real-time adjustments.
• Monitor call volumes, analyse patterns, and optimise productivity levels to meet sales objectives.
• Utilise workforce management tools for demand forecasting, staff scheduling, and intraday performance management.
• Collaborate with the management team to develop and implement sales strategies aligned with company goals.
• Analyse market trends, customer feedback, and competitor activities to identify improvement opportunities.
• Set sales targets, create action plans, and take personal accountability for daily sales targets.
• Design and execute training programs to enhance the sales team’s skills and product knowledge.
• Provide ongoing coaching and mentoring to foster performance improvement and career development.
• Identify and nurture talent within the team.
• Ensure adherence to industry regulations, company policies, and best practices within the Debt Review sector.
• Optimise call centre processes, implement quality assurance programs, and use customer feedback to improve effectiveness.
• Monitor and maintain high standards of service and compliance in collaboration with internal stakeholders.
• Generate reports on sales performance and agent/team productivity for senior management.
• Track critical metrics daily to drive a culture of continuous improvement.
• Ensure initiatives are tracked for evaluation, considering the entire product sales value chain.

Qualifications and Experience:

• Bachelor’s degree in Business Administration, Sales, or related field, or equivalent work experience.
• 3-5 years of proven experience in managing sales teams within Financial Services or Call Centre environment, with strong sales culture.
• Experience in call centre management and staffing, proficiency in CRM software, and sales tools.

Essential Skills:

• Motivational leadership with a passion for team growth.
• Strong sales skills, adept at understanding client needs.
• Level-headed problem solver capable of making decisions under pressure.
• Thrives in a fast-paced, target-driven environment.
• Excellent communication, negotiation, and interpersonal skills.

What’s on Offer:

• A purpose-driven role within a growing business.
• Competitive remuneration package.
• Opportunity to work with experienced entrepreneurs and business leaders.
• Room for personal and professional growth in a dynamic environment.

Salt is acting as an Employment Agency in relation to this vacancy.