Sales Team Manager

Sales Team Manager

Location: Cardiff (CF10) , Cardiff View map Salary: From 20,000 to 23,000 per annum Date posted: 07/06/2012 12:07 Job type:Permanent Company: Serco Contact: Amanda Attwood Ref: Totaljobs/32973 Job ID: 53740652

Serco is a FTSE 100 international service company which combines commercial know-how with a deep public service ethos.We improve services by managing people, processes, technology and assets more effectively. We advise policy makers, design innovative solutions, integrate systems and - most of all - deliver to the public.

Serco supports governments, agencies and companies who seek a trusted partner with a solid track record of providing assured service excellence. Our people offer operational, management and consulting expertise in the aviation, BPO, defence, education, environmental services, facilities management, health, home affairs, information and communications technology, knowledge services, local government, science, transport, welfare to work and the commercial sectors.

Serco are looking for an experienced Sales Team Manager to take full accountability for the day to day delivery of a team of up to 18 Sales Professionals in a contact centre environment

Duties

To take ownership of individual/ team performance and behaviours through coaching, training, development, motivation, engagement and promoting the importance of driving sales, excellence, customer satisfaction and (first time) resolution.

To lead by example both in terms of delivering an exceptional customer sales experience and by demonstrating the Serco behaviours and governing principles.

To ensure that you are developing a value orientated sales team who fully understand their role as part of the bigger picture and aiming for maximum return from every sale and brand loyalty by understanding the needs of the customer.

You will be joining a fast paced, exciting, dynamic company that encourages innovation and individuality and empowers managers to take complete ownership of their team.

Whilst this is a demanding role in an ever changing environment with constant challenges, it also provides a rewarding opportunity for ambitious and passionate people managers.

To maximise individual advisor and team engagement through the use of appropriate and innovative motivational techniques.

To effectively communicate information, targets and objectives so that all advisors know what is expected of them and to ensure buy in.

To manage attendance and attrition successfully by creating an environment, where our people view our business as a great place to work and one which encourages learning and development, values, respect and rewards based on achievement. Managing behaviour where necessary in line with company HR processes.

To challenge their team to continuously develop through individual coaching sessions and providing effective, ongoing feedback on the quality of their performance.

Essential Skills

Proven success as a Team Manager (or equivalent) in a contact centre environment.
An accomplished leader with a real passion for people, doing the best for their team and earns respect by leading by example.

Able to demonstrate achievement in managing and improving the attendance, attrition, motivation and engagement of a team - above and beyond industry standards.

Experience in managing behaviour and following company HR processes when required.

Proven success in the coaching, development, training and training needs analysis of a team.

Ability to plan, prioritise and to manage their own time and that of their team effectively.

Ability to review project statistics, draw conclusions through careful analysis and use that information to improve their teams performance.
Maintaining a professional environment, leading by example and to ensure advisors follow company standards -dress code, house-keeping, time keeping etc.

Computer literacy and a working knowledge of contact centre systems and telephony -with the ability to use these tools effectively.