Position - Training and Quality Manager
Job Summary
The role will be responsible for identifying areas of improvement and delivering initiatives that will directly improve our customer experience and conversion metrics in our Telesales team. The successful candidate must thrive in a contact centre environment, enjoy speaking to potential customers and be passionate about growing a business through the quality of the sales conversions we have. The individual will report into the Onboarding Manager and will involve close liaison with the Global Team Leads. Above all, the individual should have a strong inclination to cultivate their role, enhance their skill set, and aspire to build a career rather than simply fulfilling the duties of the job.
Key Accountabilities
· Be responsible for the quality of the sales conversations we have with our customers to improve conversion.
· Design and deliver call framework, supporting scripts and call quality measurement/reporting and training.
· Call listening, both live and call log to identify areas for improvement at both team and individual level weekly.
· Provide Call Quality reporting for the Onboarding Manager/Team Leaders to form part of monthly 1:1 review for the Sales Advisors.
· Identify knowledge gaps within the team, deliver and implement training for new starters and existing team on an ongoing basis ensuring training is embedded by completing effective follow up.
· Demonstrate knowledge of current market conditions within the housing industry and adapt the call frameworks as necessary.
· Develop, document & deliver sales training material with the support of the L&D department.
· 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.
· Ensure the team understands its own performance by sharing key indicators, such as the contact center grade of service.
Skills
· Commitment to delivering excellent customer service/sales process.
· Proud and passionate about the work that they deliver.
· Enthusiastic, hardworking, energetic, and tenacious; Practical and hands on approach to delivering outcomes.
· Being self-motivated and confident.
· Self-starter.
· Strong critical thinking skills and desire to share knowledge within a team environment.
· Excellent verbal and written communication skills with strong attention to detail.
· The ability to communicate effectively and professionally, with the confidence to build working relationships at all levels, both internally and externally.
· Sets high standard for self and is a role model within the sales team.
· Is a strong team player and interacts well and confidently at all levels.
· Willing to help and contribute to the success of the company at all times.
· Excellent time keeping.
· Analytical skills, including assembly and consideration of reports.
· Ability to learn new information quickly and keep up with changing products and processes.
· A logical approach to problem solving and the ability to generate ideas and solutions.
· Ensure that guidelines and standards of work expected by Muve are understood and met.
· Knowledge of Microsoft programs - Word/Excel/PowerPoint/O365/Teams.
Experience
· Proven experience within a large tele-sales team as a sales advisor and possibly a team leader.
· Track record of identifying and delivering training initiatives within a contact centre to improve call quality and conversion.
· Proven track record of being a high performer exceeding sales and customer experience targets.
· Worked with CRM systems and contact centre software.
· Experience in delivering customer focused solutions based on customer needs.
· Excellent telephone manner with the ability to quickly establish rapport in outbound calls.
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