Lead a team of agents to meet and exceed business objectives, ensuring that key financial, operational, and quality metrics are consistently achieved.Continually review and monitor the performance of all Agents/Advisors against agreed KPIs, ensuring that calls are handled professionally, instigating appropriate corrective action, using performance management tools to manage any shortfall.Ensure Agents/Advisors are recognised and rewarded for outstanding achievements/performance in line with company mission and values.Provide clear direction and guidance to ensure consistent achievement of key performance metrics.Measure, report and communicate metric goal attainment for assigned team.Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all team members, encouraging feedback, and sharing of ideas and best practice.Maintain an environment that supports the spirit of teamwork, where Agents/Advisors are committed, loyal and take pride in working for the company.To contribute to the delivery and evaluation of sales agents coaching, mentoring, training, and support capacity by developing them to ensure that they are offering world-class service for our clients and their customers.
Including training around policies, procedures and standards held by the business.Written and delivering feedback - able to provide specific written feedback that will enhance an individuals understanding and development areas from a coaching session, clearly articulating positive reinforcement and development areas to be worked onContribute to making teams work efficiently by striving to build positive relationships and problem solving.
This includes to working alongside the training and recruitment team.Delivering comprehensive coaching/training (daily/weekly coaching, role play, dip checks)Adherence to Company core values and understanding the importance of policies and proceduresRequirements Minimum 3 5 years Sales Team Management experience with a solid track record.Experience in working with the UK market advantageousCredit clear.Able to start in 2 weeks Able to work UK shifts up until 7/8pm Transport providedWhat you need to knowUK working hours/shifts.Great working environment with an amazing culture within a successful and established BPO.
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