Sales Team Manager - Guest Excellence - - London

Overview: The Team Manager is responsible for providing direct support to the sales team, focusing on mandatory coaching, call monitoring, and maintaining overall quality standards. This role is crucial in driving team performance, enhancing customer satisfaction, and contributing to the company's growth.

Key Responsibilities:

• Oversee the sales team's workflow to ensure KPIs and sales goals are achieved, including sales targets, conversion rates, quality scores, and customer satisfaction scores.
• Conduct regular performance evaluations and coaching sessions with team members to develop skills, improve performance, and implement improvement plans as necessary.
• Provide immediate feedback and implement corrective actions to address performance issues promptly, maintaining accurate records of coaching activities and progress against development plans.
• Foster a positive and motivational team environment that aligns with company values, organizing team-building activities and recognition programs to boost morale and performance.
• Perform regular call listening to ensure adherence to quality standards, providing immediate feedback and implementing corrective actions when necessary.
• Implement and adhere to the established quality framework and processes, maintaining accurate records of call assessments and quality metrics.
• Provide regular reports to senior management on team performance and quality standards, documenting all coaching activities and outcomes.
• Collaborate with Workforce Management and other Team Managers to ensure proper phone coverage, optimize staffing and scheduling, and ensure efficient resource utilization in response to call volume fluctuations.
• Actively collect feedback from team members about customer needs, preferences, and common issues, utilizing frontline interactions to identify trends and patterns in customer behaviour.
• Analyze gathered information to generate actionable insights, sharing these insights with market leaders and senior management through structured communication channels.
• Participate in meetings to discuss frontline observations and contribute to strategy development, collaborating closely with market leaders and cross-functional teams to ensure readiness for campaigns and alignment with business objectives.
• Provide feedback on campaign performance to inform future strategies, enhancing effectiveness and alignment with customer needs.
• Contribute to and lead projects as assigned.
• Perform other duties as required and assigned.

Requirements:

• High School Diploma or GED required; Bachelor's degree in Business, Marketing, or a related field preferred.
• Minimum 3 years’ experience in managing Sales/Service team(s) preferably in a contact centre environment.
• Experience in Cruise/Travel is a benefit.
• Fluency in English is required. Proficiency in additional languages is highly advantageous for managing a multilingual team.

Key Personal Attributes/Behavioural Competencies:

• Drive for Results/Action-Oriented: Targets and achieves results, shows energy, and reacts promptly to opportunities.
• Planning and Organization: Works systematically and efficiently, effectively handles distractions and interruptions.
• Learning/Problem Solving: Understands issues and underlying causes, applies new information quickly, tackles hurdles creatively.
• Integrity/Trust: Deals with others honestly, is accountable for actions, maintains confidentiality, supports company values, and has a strong work ethic under minimal supervision.
• Composure/Adaptability: Supports change, encourages innovation and new ideas, handles pressure well, and adjusts to changing needs.
• Leadership Skills: Demonstrates the ability to lead, motivate, and develop a high-performing, multi-lingual team.
• Excellent Communication Skills: Communicates effectively with team members, stakeholders, and customers across different markets.
• Customer Focus: Committed to delivering exceptional service and enhancing the customer experience.
• Strategic Thinking: Provides insightful feedback on consumer behaviour and campaign performance to influence business strategies.
• Coaching and Development: Skilled in coaching team members to optimize sales delivery and performance.
• Ethical Standards Compliance: Ensures all actions comply with company policies and industry regulations.

Collaboration: Works collaboratively with Process Excellence, Revenue Management, Loading, Production, Air Team, Sales Support, WFM, Learning and Development, Quality and Analytics, Marketing, IT, Finance, and PEX teams.

HX Spirit:

• Passionate Explorers: We are proud of our history and are driven to create more.
• ‘Can-do’ Mindset: We jump-in and proactively contribute to the greater good.
• Humble Leadership: We have a short distance between leaders and teams.
• Genuine Interactions: We want all people to be their true selves.
• Supportive & Collaborative Teams: We are curious and generous with our knowledge. We Trust.