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Call Centre Sales Team Leader at MVF
London, United Kingdom
Job Descrption
The UK Telemarketing Team Lead will lead a team of approximately 8-12 remote-based Telemarketing Consultants supported by a Senior Consultant.
You will be data-driven and know how your team are performing in real-time against sales targets. You will optimise performance with a passion for delivering above and beyond expectations.
Hours of work:
Monday – Friday from 9:00AM - 5:00PM
Location: Remote
You will be responsible for both the day-to-day operation of your team, their performance and ongoing development but also will help devise and then work towards the longer-term Contact Centre Vision. You will work across multiple products and will be able to collect data, and share learnings and feedback across the wider business for optimal performance going forward. You will partner with stakeholders across both the Contact Centre and MVF as a whole including the People Team, Sales and Marketing Operations to support MVF’s mission to accelerate our clients’ growth by... building the world’s most effective marketing platform.
You will be able to spot opportunities for us to generate higher value leads for our clients resulting in additional revenue for MVF in both the short term, and also long term by embedding ourselves in our clients’ sales funnel.
The role
• Role model behaviours across the Contact Centre and have a passion for sharing your insight with others and coaching them to be self-sufficient. You will be credible, have an in-depth understanding of systems, processes, and ways of working and appreciate how this impacts different teams, functions and the wider business
• Have high energy and be able to motivate your team. You will spend your time surrounded by your team, you will know their strengths and be able to drive them to hit their objectives
• Be people-focused and passionate about developing your team. You will support recruitment activities, complete induction training, regular one-on-ones, quarterly growth conversations and set objectives. You will be genuinely enthusiastic about coaching and developing your team, rather than it being a tick-box exercise
• Be results-driven, as we are paid per lead and all Telemarketing Consultants must be qualifying leads in the most efficient way at pace. You will coach your team to deliver a number of KPIs, based on both volume and quality. Where necessary you will proactively manage performance, initiating early intervention via performance conversations and PIPS
• Demonstrate commerciality and spot opportunities to increase gross profit. At MVF we love innovation and are constantly looking for ways to grow whether this is by introducing new products or services or changing the way we do things
• Take any problems in your stride, provide solutions, display resilience and have the confidence to take risks. You will be a proactive problem solver, be able to assess the information and facts in front of you and be quick to make a decision
• Be client-centric and be able to articulate what constitutes a high-quality lead to your team to provide the best service, deliver high-quality scores and reduce the refund rate.
• Having a passion for data, you will be curious and constantly looking at how your team is performing, how your team is tracking, and how this affects the business as a whole. You will be data driven and use this data to determine your action both in the short and the long term.
• Spot opportunities to cross and link sell products from our verticals, driving commerciality. You will collaborate with your team to understand how our products compliment each other and share this with the B2B Team Leaders.
• Be passionate about providing an exceptional customer journey, and delivering world class customer service. You will be able to balance both a service and a sales focus and ensure that your team delivers both elements.
• Support recruitment activities, constantly analysing the process and its contents to drive success.
• Responsible for the successful onboarding of new hires, through the delivery of training (Start Smart) and regular 1-2-1 coaching
• Have experience in formal people processes including managing sickness, absence, and disciplinary processes. You will be supported by the People Team, especially in complex cases, but will be confident having initial conversations with your team
• Work with our industry-leading platforms and be able to troubleshoot with necessary departments if things are not working as they should be. You will have strong attention to detail as accuracy is imperative
• Proactive identification of internal talent, managing upwards, and supporting the Salary Review/Promotion recommendation in line with MVF Reward Principles
What we're offering you
• Competitive salary + commission
• Flexible working hours
• Fully remote work
• Life Assurance to protect your loved ones
• Benefits allowance for health, dental, and vision coverage
• Defined Contribution Pension and Salary Sacrifice Scheme
• Family Forward support for our MVF parents and their mini-mes
About you:
As a Telemarketing Team Lead, you will have:
• Experience working in a Contact Centre with a sales focus, ideally outbound calling. Outsourced client-facing experience, would be of particular interest.
• Evidence of strong people, team leadership and management skills, with proof you have created a high-performing team who have delivered operational excellence
• Committed to delivering a consistently high volume and high performance to be truly world-classn
• An inspirational leader with high energy, always inspiring positivity across their team
Complete form below to directly Send your CV / Linkedin Profile to Call Centre Sales Team Leader at MVF.
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