Sales Team Manager

Working Hours: 2:30pm to 4am (core hours of the team are 5:30pm to 2am)
Salary: 30,000 GBP
The Call Centre Sales Team Manager is responsible for leading and managing a team of sales agents within the call centre. This role focuses on driving sales performance, achieving revenue targets, and ensuring the delivery of exceptional customer service. The Sales Team Manager will be responsible for coaching and developing the team, ensuring high levels of motivation, and overseeing the execution of sales campaigns. The ideal candidate will be a results-driven leader with strong sales acumen and the ability to inspire their team to exceed targets.

Key Accountabilities

1. Sales Team Leadership and Management:

• Lead, motivate, and manage a team of sales agents, ensuring they meet or exceed monthly, quarterly, and annual sales targets.
• Conduct regular team meetings/huddles to set expectations, provide updates on sales campaigns, and share performance results.
• Foster a positive and results-driven sales culture, encouraging healthy competition and a commitment to achieving goals.

2. Coaching and Development:

• Provide ongoing coaching, feedback, and support to agents, helping them improve their sales techniques, product knowledge, and customer engagement skills.
• Conduct regular one-on-one performance reviews to assess individual progress, identify strengths, and address any areas for improvement.
• Create personalised development plans for team members to encourage career growth and promote internal advancement.

3. Sales Strategy and Performance Monitoring:

• Monitor and analyse sales performance against KPIs (e.g., conversion rates, average order value, sales volume) to ensure team targets are met.
• Develop and implement sales strategies and initiatives to improve performance, increase conversion rates, and boost revenue.
• Track individual and team performance, identifying trends and opportunities to optimise sales outcomes.

4. Campaign Management and Optimisation:

• Oversee the execution of outbound and inbound sales campaigns, ensuring that agents are equipped with the necessary tools, scripts, and training to succeed.
• Work closely with the marketing and operations teams to align sales strategies with business objectives and ensure a seamless customer experience.
• Analyse campaign data in real time, providing actionable insights and recommendations to improve efficiency and drive sales results.

5. Customer Engagement and Issue Resolution:

• Ensure that sales agents engage customers professionally, effectively, and in line with company values, while also promoting upsell and cross-sell opportunities.
• Handle escalated customer inquiries or issues related to sales transactions, ensuring prompt resolution while maintaining customer satisfaction.

6. Reporting and Analysis:

• Prepare and present sales performance reports to senior management, highlighting key metrics, trends, and any challenges faced by the team.
• Identify areas for improvement, providing data-driven recommendations for enhancing sales strategies and team performance.

7. Scheduling and Resource Management:

• Ensure adequate coverage during peak sales periods by managing team schedules effectively.
• Work with the Operations Support Manager to forecast staffing needs based on sales targets and customer demand, ensuring optimal resource allocation.

8. Collaboration and Communication:

• Collaborate with other departments, such as customer service and marketing to ensure alignment in sales initiatives and consistency in messaging.
• Maintain open communication with senior management and other colleagues to address operational challenges and ensure sales objectives are met.

Impact of role in business:

The role focuses on driving sales, coaching team members, and ensuring operational excellence to achieve business goals.

Skills and knowledge

• Experience: Minimum of 3 years in a call centre sales environment, with at least 1 year in a supervisory or management role.
• Sales Acumen: Proven track record of achieving sales targets, with a deep understanding of sales processes, techniques, and strategies.
• Leadership Skills: Strong leadership and team management skills, with experience in coaching, mentoring, and developing sales teams.
• Communication Skills: Excellent verbal and written communication skills, with the ability to motivate and inspire a team while maintaining clear and open lines of communication with all levels of staff.
• Analytical Skills: Ability to analyse sales performance data, identify trends, and make data-driven decisions to optimize team output.
• Customer Focus: Strong focus on customer satisfaction and the ability to resolve sales-related issues quickly and professionally.
• Time Management: Strong organisational skills with the ability to manage multiple priorities and meet deadlines.

Qualifications / experience

• Degree: Bachelor’s degree in Business, Marketing, Sales, or a related field- preferred.
• GCSE: Maths and English above Grade C – essential
• Certifications: Sales or management certifications (e.g., sales coaching, leadership training) are a plus.
• Technical Proficiency: Experience with call centre software, CRM systems, and sales tracking tools.