Telesales Team Leader

Job Purpose

Ensure the our Express Parcels/ eCommerce clients Direct Sales Channel achieves its annual customer retention growth and new business targets revenue via the management of the direct sales team of 10.

Through the effective deployment of the sales strategy, call cycle, business plans and commercial sales policies, whilst positively advocating and adhering to our clients standards and core values.

This will be achieved by leading and driving the development of 10 quality direct sales executives, engaging and inspiring, strong communication and sales coaching alongside close working relationships with all cross functional and central support teams, local and regional management.

• Set and communicate clear sales targets and performance expectations for the team.
• Monitor individual and team performance, providing regular feedback and coaching.
• Maintain and grow relationships with key accounts.
• Ensure the team are developing and passing on business to the relevant area of the business if the account exceeds set revenue threshold (eg. Field Sales / Corporate).
• Monitor sales metrics and create weekly reports for Head of Telesales & Admin to show progress.
• Involved in the recruitment, training and management of the Direct Sales team.
• Manage, coach and develop the team to ensure they exceed their targets via acquisition of New Business Revenue, Extra Business from existing customers, regains from previous traders and appointments booked for the Field sales team.
• Ensure the team work exceed productivity KPIs.
• Be the first point of escalation for customer queries / issues and work with support teams to ensure customer issues are resolved.
• Proactively drive profit improvements via support with implementation of the GPI and supporting the team to manage "ship to profile".
• Build and maintain a strong pipeline using opportunities from existing, regains and through new acquisition domestic and International products.
• Achieve monthly, quarterly, annual targets.
• Monitor the gathering and updating of accurate customer information using the company's Salesforce system and quality updates of activity.
• Correct usage of Salesforce - Log all activity, updates, customer status, Opportunities.
• Understand customer trends identification of downturns in the prevention of attrition.
• Work within business parameters for the approval of Profiles and Rate Amendments.
• Ensure all new acquisitions have a fully signed agreement by the customer.
• Ensure that all relevant documentation is accurately completed on time.
• Attend regular Team Meetings, contributing ideas to change and improve the customer experience and the performance of the team.
• Undertake any reasonable duty as requested.
• Report any identified issues or concerns in a timely manner.
• Have an excellent and sound understanding of our clients products and services and operating procedures.
• Work together as a team, provide cover for members of your team when required.

• Manage a team of 10 Telesales staff who will generate, manage and develop revenue through acquisition of new customers and booking appointments for the field sales.
• Responsible for helping with the recruitment, retention, talent development and sales succession planning.
• Responsible for the team engagement, motivation and overseeing all tasks and assignments.
• Generates commitment, motivation and enthusiasm for the Brand, Company and Division inspirational leadership.
• Leads and manages the team/s and performance targets in cooperation with division leadership, commercial, finance, National Telesales Manager and ultimately Head of Telesales & Admin.
• Evaluates performance and takes appropriate action when and where required to address underperformance and recognise and reward success across sales compensation and recognition schemes.

• Educated to GCSE standard of education or equivalent.
• Sales Professional qualifications not essential but an advantage.
• More than 2 years' Telesales experience.

• Proven industry experience with a good understanding of all aspects of distribution.
• Extensive experience of leading and inspiring a sales function or in a Senior Telesales role, ready for the step up.
• Must be fully commercially aware with a full understanding of P&L and performance measures.
• Ability to plan and develop strategies, prepare and present proposals and make clear business decisions.
• Knowledge of UK and International regions is required.