Contact Centre Manager

Posted on Jun 10, 2019 by CV-Library

Halifax, West Yorkshire, United Kingdom
Admin & Secretarial
Immediate Start
£20k - £20k Annual
Our client are established in 1993, has enjoyed 26 successful years offering cheap holidays to thousands of satisfied customers. Their considerable experience ensures they find out about the very best deals, to bring you the biggest possible choice of cheap holidays.

They are proud to be a member of The Global Travel Group one of the UK’s leading travel companies. Consisting of over 600 independent members, The Global Travel Group’s size and stature in the industry gives us access to more than 50 million holidays!

Our client are currently looking to recruit a Team Leader to join their sales team. You will be Responsible for ensuring your team of 10 Sales Agents are selling holidays at the required volume, conversion rate and profit margin, through proactive monitoring of call statistics. Responsibility for the supervision, encouragement, coaching and development of the team.

Key Responsibilities

* To deliver daily morning briefs to the team, encouraging and praising employees, where appropriate

* Delegate workload and emails to Sales Agent and monitor their progress

* Leading from the front and creating sales and bookings

* Hold weekly one to ones with employees to enable effective performance management and allow discussions for development.

* Break down targets and delegate to team members ensuring clear understanding and commitment from employees

* Monitoring emails, lost calls and the proactive follow up of leads

* Daily update of call statistics on the sales board

* Daily allocation of call groups by value, dependant upon team performance

* Ensure Sales Agents are proactively managing their leads and sales opportunities

* Motivate Sales Agents to meet their targets and offer guidance on how to achieve these

* Lead by example by taking sales calls and making bookings

* Ensure procedures and guidelines are followed

* Record and maintain all sales leads on a specific database

* Acting as a representative and ensuring a professional image of the Company at all times

* Adhering to the Data Protection Act and ensuring all sensitive data is stored and disposed of securely

* Commercial awareness and understanding of the business model and sources of profit

Skill and experience required

* Experience coaching a team of individuals

* Call centre/sales background preferable

* Experience working in a targeted environment

* Travel industry experience

* Basic PC skills

* Attention to detail and ability to accurately record information

* Ability to work under pressure

* Excellent verbal and written communication skills

Salary - £20k plus realistic bonus, meaning earnings up to £32k

Hours of work

You will work an average of 40 hours per week. Shifts are on a 4 week rotational basis. Week 1 is early shifts with a weekend in and week 2 would is late shifts with a weekend off. Evening shifts end at 10pm Mon- Fri and 9pm on weekends.

Cordant People are an equal opportunity employer


Cordant Group is an equal opportunities employer

Reference: 210191699

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