- Operational delivery of our UK telesales operations, planning resource and maintaining operational KPIs including call response time, call handling time, Chat response time, lead allocation and lead conversion.
- Owns the Muve voice and chat frameworks, that are deployed across the business setting standards of customer experience, call/chat quality and compliance.
- Manage a team of direct reports ensuring they are motivated, engaged, have clear objectives and are achieving their individual and team KPIs
- Manage workload across the team, ensuring distribution of leads and re-allocation of workload where required.
- Analyse performance KPIs with data from Call Handling Software, Chat Tools, CRM systems and internal Sales Reports to identify and deliver improvements
- Hold weekly team meetings ensuring relevant information is delivered to the team, including reporting their MTD performance and requirement for month end results.
- Conduct monthly 1:1 reviews with the team.
- Identify knowledge gaps within the team, deliver and implement training on an ongoing basis ensuring training is embedded by completing effective follow up.
- Act as support for direct reports, providing advice and guidance on best practice
- Ensure direct report's KPIs are clear and reflect the ambitions of the department.
- Demonstrate knowledge of current market conditions within the housing industry
- Be seen as a role model within the department. Leading by example with effective communication skills, both internally within the sales function as well as externally with clients.
- Manage direct report's absence reporting, annual leave requests, performance management and improvement plans, with the support of the HR Department.
- Lead recruitment of new hires, ensuring all new employees receive a full induction into the firm and ongoing training to support them reaching expected performance levels.
- Develop and document sales training material, with the support of the L&D department and HR.
- Deliver training via a range of measures; including call coaching, technical training workshops, and refresher training sessions for existing team members. This includes remote training and regular in-house training workshops at our Richmond Office as and when required.
- Report creation to ensure all KPIs and business critical metrics are updated and reported back to the team and Senior Management Team
- Proven experience in working to targets and KPIs, including reporting thereof
- Proven experience of managing a large voice and chat telesales team (10+ Direct Reports), both in a remote and office-based environment, with strong attainment of targets
- Experience of call handling software, chat software and CRM Systems
- Knowledge of Microsoft programs – Word/Excel/PowerPoint/O365/Teams. Will be required to manage and report on KPIs
- Ability to communicate at all levels, present and influence
- Experience in delivering customer focused solutions based on customer needs
- Excellent telephone manner with the ability to build relationships
- Experience of business unit planning and forecasting to develop the sales function business plan, including presentations of the plan
- Knowledge of the conveyancing process is an advantage, but not essential.
- In return Muve offer:
- Private Medical Insurance
- Life Assurance
- Cashback Plan on every day medical expenses
- Employee Discounts
- Additional Annual Leave for Length of Service
- Excellent rewards for employees who consistently contribute to the company's growth
- Remote Working; Muve offers our employees the flexibility to work from home, reducing the time and cost associated with travel and builds upon that improved work/life balance.
- Or, for those that prefer, we also offer the option of working from our relaxed and friendly fully serviced offices, based in one of the best towns in the London area 9
- Excellent progression opportunities within the business to support you reaching your career goals
- A fantastic collaborative and supportive working environment
- Quarterly Social Events
- What are you waiting for, come join us and achieve your full potential with a supportive and collaborative team
- Oriel House, 26 The
Quadrant,Richmond TW9 1DL - Get in touch with Muve today -
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Description
The Telesales Manager will be responsible for the operation of our voice and chat Telesales teams, plus ownership of the voice and chat quality frameworks setting the standards for both the wider business.
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Muve is a trading name of Connect2Law Limited registered in England number
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