Business Area: Local Consumer Business Unit
Posting Country: United Kingdom
Full Time / Part Time: Full Time
Contract Type: Permanent
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Job Title: Contact Centre Sales Team Manager
Location: Stoke-on-Trent Contact Centre
Working Hours: 37.5 hours per week between 8:00am and 8:15pm (please note, a manager's responsibility means a shift will not necessarily end when the contact centre closes)
Salary: Very Competitive + On Target Commission and Vodafone Benefits.
What you'll do
The purpose of this role is to lead and manage a team of skilled advisors, who are accountable FCA compliant salespeople, while ensuring they provide exceptional customer service via voice channels. You will be responsible for coaching and supporting your team to deliver best possible service to our customers, whilst maintaining strong operational efficiencies and KPI achievement.
* You will be accountable for managing a team by supporting, coaching, developing, motivating, and setting clear and stretching performance goals through the delivery of robust 121 and SMART coaching.
* Responsible for ensuring that you develop knowledge and skill in your team by holding weekly team time sessions together.
* Daily management of individuals on a 121 basis. Real time feedback and management regarding behaviours, KPI performance, productivity and quality evaluations.
* Responsibility for performance management and delivery of all HR processes related to people management, wellbeing, employee relations, in line with HR policy and guidelines.
* Create an environment where people are energised, engaged, and enabled through high impact communication and coaching, resulting in on target KPI performance, and high People scores.
* Role Model Leadership in terms of Vodafone Advocacy and promotion of spirit behaviours and our TRUST framework at all times.
* Provide timely and accurate weekly performance updates to direct manager.
* Accessing and making the most of available training & resources.
Who you are
* Proven background of working within a Consumer Sales/Contact Centre environment.
* A strong operational background and understanding of contact centre performance metrics and practice.
* Inspirational leadership, acting as a role-model for your team and the wider business.
* Previous experience of delivering results in a ‘fast-paced’ customer centric environment.
* Strong communication and decision-making skills.
* Previous People Management is essential.
* Excellent coaching skills and proven success in people management.
* Able to create an environment where people are energised, engaged, respected, and enabled, through high impact communication and coaching.
* Someone who is customer obsessed.
What we offer
* Competitive basic salary + Commission + Multiple Vodafone Benefits.
* 25 days annual leave.
* 5 Paid charity days a year.
* Quarterly 'Spirit' days when we encourage you to focus on your self-development and wellbeing.
* Employee discounts, retail vouchers, health benefits, pension plan, life assurance and shares scheme.
We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and award-winning parental leave policies.
Together we can
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.
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