Telesales Team Lead - Belfast, United Kingdom - Musgrave

Musgrave
Musgrave
Verified Company
Belfast, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Musgrave is one of Europe's most successful family-owned businesses with a 140-year heritage in food and brand innovation, supporting communities across the island of Ireland and Spain.


Every day we feed one in three people in Ireland through 11 market leading food and beverage brands that include SuperValu, Centra, Frank and Honest and Musgrave Marketplace.

Drinks Inc. is now part of the Musgrave family in Northern Ireland.

We are looking for someone to lead, motivate and co-ordinate a team of Telesales / Customer Service Representatives.


The Team Lead will have a passion for delivering an excellent customer experience and the ability to deliver that experience through effectively engaging a team of staff.

They will manage and delegate the daily workload and ensure the team is able to work to and achieve set targets.

They will also be responsible for managing escalated customer issues and liaising internally with other senior members of staff to ensure we deliver on our First for Service commitment.


  • Effectively manage and motivate a team to achieve sales targets and key performance indicators whilst ensuring behavioural competencies are managed.
  • Develop and deliver training for representatives, ensuring they are equipped to upsell the Musgrave product range and effectively deal with all customer queries.
  • Build and leverage effective relationships with key points of contact across the business; Sales, Supply Chain, Trading.
  • Arrange staff scheduling and act as first point of contact for staffing issues.
  • Manage the telephony solution, reporting and overall success of call routing.
  • Advise on adjustments needed to staff schedules to match work volumes.
  • Create, maintain and regularly review SOPs for the team.
  • Implement the company sick leave policy and all other staff policies.
  • Identify and resolve problems including key performance metrics, staff optimisation and process improvements.
  • Identify and escalate required system improvements.

Essential:


  • A minimum of one year's people management experience with extensive Customer Care experience.
  • Experience in developing, motivating and leading a high performing / professional team and delivering on targets.
  • Broad experience of working with customers, understanding their needs and translating these into processes / improvements.

Desirable:


  • Call centre management experience (outbound calling / working to targets)
  • Experience and knowledge of the frozen/chilled and ambient food categories a distinct advantage
  • Foodservice industry and product knowledge.
  • Musgrave operate a Work Smart hybrid working model where you can alternate your time between connecting and collaborating in the office and working remotely. _
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