Contact Centre Sales Team Manager

at  Vodafone

Contact Centre Sales Team Manager
Location : Stoke-on-Trent Contact Centre
Working Hours : 37.5 hours per week between 8:00am and 8:15pm (please note, a manager’s responsibility means a shift will not necessarily end when the contact centre closes)
Salary : Very Competitive + On Target Commission and Vodafone Benefits.

WHO WE ARE

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Join our sales teams and help us connect people to their friends, family and loved ones, and introduce them to products and services that benefit their lives.

WHO YOU ARE

• Proven background of working within a Consumer Sales/Contact Centre environment
• A strong operational background and understanding of contact centre performance metrics and practice
• Inspirational leadership, acting as a role-model for your team and the wider business
• Previous experience of delivering results in a ‘fast-paced’ customer centric environment
• Strong communication and decision-making skills
• The ability to balance conflicting interests and solve complex problems by making confident decisions
• Self-motivation - ability to effectively manage time, prioritising multiple pieces of work at one time
• Previous People Management is essential
• Excellent coaching skills and proven success in people management
• Able to create an environment where people are energised, engaged, respected, and enabled, through high impact communication and coaching.
• Empathy to deal with sensitive issues
• Team player with networking ability
• Someone who is customer obsessed
  Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

The purpose of this role is to lead and manage a team of skilled advisors, who are accountable FCA compliant salespeople, while ensuring they provide exceptional customer service via voice channels. You will be responsible for coaching and supporting your team to deliver best possible service to our customers, whilst maintaining strong operational efficiencies and KPI achievement.

• You will be accountable for managing a team by supporting, coaching, developing, motivating, and setting clear and stretching performance goals through the delivery of robust 121 and SMART coaching.
• Responsible for ensuring that you develop growth of knowledge and skill in your team by holding weekly team time sessions together.
• Daily management of individuals on a 121 basis. Real time feedback and management regarding behaviours, KPI performance, productivity and quality evaluations
• Responsibility for performance management and delivery of all HR processes related to people management, wellbeing, employee relations, in line with HR policy and guidelines. To manage and record effectively, all workplace adjustments/health referrals, underperformance, and misconduct (including absence, inefficiencies, HRAM’s (High Risk Advisor Management) and FBL’s (Feedback Loop) with use of triggers and the Consequence Matrix in line with HR policies and guidelines.
• Create an environment where people are energised, engaged, and enabled through high impact communication and coaching, resulting in on target KPI performance, and high People scores.
• Role Model Leadership in terms of Vodafone Advocacy and promotion of spirit behaviours and our TRUST framework at all times.
• Responsible for monthly completion of customer/advisor interaction evaluations for team, in line with compliance standards.
• Provide timely and accurate weekly performance updates to direct manager.
• Accessing and making the most of available training & resources such as SCIO, Grow and Thrive and ensuring that your personal and your teams online learnings have a full completion rate.