Call Centre Sales Team Leader

at  MVF

COME JOIN US

The UK Telemarketing Team Lead will lead a team of approximately 8-12 remote-based Telemarketing Consultants supported by a Senior Consultant.
You will be data-driven and know how your team are performing in real-time against sales targets. You will optimise performance with a passion for delivering above and beyond expectations.

• Role model behaviours across the Contact Centre and have a passion for sharing your insight with others and coaching them to be self-sufficient. You will be credible, have an in-depth understanding of systems, processes, and ways of working and appreciate how this impacts different teams, functions and the wider business
• Have high energy and be able to motivate your team. You will spend your time surrounded by your team, you will know their strengths and be able to drive them to hit their objectives
• Be people-focused and passionate about developing your team. You will support recruitment activities, complete induction training, regular one-on-ones, quarterly growth conversations and set objectives. You will be genuinely enthusiastic about coaching and developing your team, rather than it being a tick-box exercise
• Be results-driven, as we are paid per lead and all Telemarketing Consultants must be qualifying leads in the most efficient way at pace. You will coach your team to deliver a number of KPIs, based on both volume and quality. Where necessary you will proactively manage performance, initiating early intervention via performance conversations and PIPS
• Demonstrate commerciality and spot opportunities to increase gross profit. At MVF we love innovation and are constantly looking for ways to grow whether this is by introducing new products or services or changing the way we do things
• Take any problems in your stride, provide solutions, display resilience and have the confidence to take risks. You will be a proactive problem solver, be able to assess the information and facts in front of you and be quick to make a decision
• Be client-centric and be able to articulate what constitutes a high-quality lead to your team to provide the best service, deliver high-quality scores and reduce the refund rate.
• Having a passion for data, you will be curious and constantly looking at how your team is performing, how your team is tracking, and how this affects the business as a whole. You will be data driven and use this data to determine your action both in the short and the long term.
• Spot opportunities to cross and link sell products from our verticals, driving commerciality. You will collaborate with your team to understand how our products compliment each other and share this with the B2B Team Leaders.
• Be passionate about providing an exceptional customer journey, and delivering world class customer service. You will be able to balance both a service and a sales focus and ensure that your team delivers both elements.
• Support recruitment activities, constantly analysing the process and its contents to drive success.
• Responsible for the successful onboarding of new hires, through the delivery of training (Start Smart) and regular 1-2-1 coaching
• Have experience in formal people processes including managing sickness, absence, and disciplinary processes. You will be supported by the People Team, especially in complex cases, but will be confident having initial conversations with your team
• Work with our industry-leading platforms and be able to troubleshoot with necessary departments if things are not working as they should be. You will have strong attention to detail as accuracy is imperative
• Proactive identification of internal talent, managing upwards, and supporting the Salary Review/Promotion recommendation in line with MVF Reward Principles