Contact Centre Sales Team Manager
Job Title: 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 on The Nation's Network, and introduce them to products and services that benefit their lives.
Where
You will be based in our newly refurbished Contact Centre in Stoke-on-Trent, which has been home to our sales teams for over ten years, and is equipped with spacious lounge areas, product and demo hubs, cafe area and so much more.
What you'll do
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 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.
- 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.
- Provide timely and accurate weekly performance updates to direct manager.
- Accessing and making the most of available training & resources.
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
- 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.
- 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.
What we offer
- Competitive basic salary + Commission + Multiple Vodafone Benefits
- 25 days annual leave
- 5 Paid charity days a year
- Quarterly 'Spirit' days when we encourage you to focus on your self-development and wellbeing.
- Employee discounts, retail vouchers, health benefits, pension plan, life assurance and shares scheme.
We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and award-winning parental leave policies.
Together we can
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.
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