Telesales Team Leader

Wild Recruitment are currently recruiting for a successful accident management company based in Poole. They are looking for talented outbound specialists to lead the tele-sales team. They are keen to hear from ambitious individuals who are looking to further their experience in sales.

Suitable candidates will be expected to drive and deliver exceptional business performance within the team through powerful leadership and performance management. Employee’s would also manage day-to-day operational issues, daily workflow whilst ensuring targets and service levels are met. The ability to coach and develop team members to increase outputs, quality and team efficiencies is essential.

Main accountability’s include:

Continually lead and motivate team members through effective monitoring of agreed team and individual targets on a regular basis. Conduct quarterly staff 1-2-1.
Monitor all staff productivity and ensure achievable individual targets are both set and met. These will need to be reviewed at each 1-2-1 to ensure they stay relevant.
Monitor the team to ensure they obtain relevant information from the policyholder regarding the accident such as: circumstances of accident, date, time location, witness and third party at fault information.
Review monthly rejection reasons from credit hire and feedback to staff on any areas for improvement.
Complete monthly EOD log and review cases to ensure that any trends are identified and feedback to relevant areas.
Ensure team adheres to 95% of customers contacted within 30mins of file being received.
Monitor workflow to ensure work list is clear by the end of each day.
Ensure that all collections are complete and all actions possible taken on the day of termination.
Monitor staff attendance and timekeeping at all times and raise any issues to Authorised Hire Team Manager.
Ensure training, coaching and development occurs with the objective being that team members have the skills and knowledge to carry out their roles effectively.
Build and maintain successful working relations with the other team leaders and managers within the authorised hire department to ensure the smooth running of the overall process.
Promote and manage departmental issues through a collaborative approach with colleagues, escalating/cascading information as appropriate.
Responsible for front line resolution of contentious customer enquiries/complaints ensuring all issues arising are dealt with in a professional and timely manor and in line with CCL procedures. Maintaining the complaints log and reporting where needed.

Essential skills:

Proficient in MS Office
Communication skills
Coaching Skills
Relationship Management Skills
Metrics production
Target driven and self motivated

Salary: £26,000 – £28,800per yeardepending on experience.