Sales Outbound Call Centre Supervisor – Financial Services at Clear Leaf

The Call Centre Supervisor is responsible for leading, motivating and developing the Sales and Support Advisors to ensure the effective and efficient running of the Call Centre and a great customer experience and the achievement of pre-set targets.

Job Description

The Call Centre Supervisors responsibilities and duties are outlined in the key areas below:

• Sales & Marketing
• To collate, analyse and utilise call statistics to manage and improve the sales performance of the Call Centre team.
• To ensure the effective and efficient running of the Call Centre and that each agent is making target on a daily basis
• To be a pro-active member of the Call Centre Team and support all calls
• To co-ordinate outbound activity to support the delivery of sales: core products and cross selling company products
• To support outbound activity to generate sales leads as required to support the revenue targets
• To support the Sales Team with administrative tasks, such as the production of function sheets, legislative and company processes as required
• To respond to online queries received via e-mail and social media
• To ensure that the Call Centre KPIs are met
• To handle and resolve complaints relating to the Call Centre in a professional and effective manner
• To ensure that agents are following the correct procedures and ensure training and support at all times
• To drive the sales talent and morale of agents
• To ensure all members of the Call Centre Team are fully informed of targets and incentives and competitions that are up for grabs
• To support the set up of third party sales and to brief the Call Centre Team on current third party activity
• To create weekly MI reports, monthly board reports and any other ad hoc reports requested by the Director of Sales and Marketing
• To support other areas of the business as required with outbound calling to clients
• Product testing and training
• To take responsibility for the day-to-day supervision of any direct reports
• To develop staff through coaching, advice and motivational techniques to help the Call Centre teams to maximise the potential for revenue development from outbound calls
• To hold regular one-to-one meetings and performance reviews with the Sales and Support Advisors
• To quickly identify and address any staffing issues with or between Team Members when appropriate, refer any such circumstances to the appropriate department or manager for resolution
• To performance manage all team members and offer feedback
• To foster good relationships with all internal departments and cross-functional teams
• To proactively support the Sales Director by suggesting new ideas and questioning thinking where appropriate
• To refer to senior team members for advice and support
• To attend all department meetings
• To attend all staff meetings and training sessions as and when required
• To work with other departments on project execution
• To ensure the Call Centre is fully staffed at all times, in line with the Call Centre hours budget
• To ensure monthly timesheets and payroll submissions are completed on time, daily, weekly and monthly
• To report any equipment defects, faults or breakdowns promptly to the relevant department

Qualifications

The Call Centre Supervisor is expected to have the following specialist skills, knowledge and experience:-

• Previous sales experience with a proven track record of success in a sales role in an outbound call centre – minimum 5 years experience in a Team Leader / Supervisory role
• Experience of supervising, driving and motivating an outbound sales team
• Proven track record in achieving targets
• Tech savvy and advanced level of systems and software’s
• A good understanding of working with KPIs and conversion rates
• Experience with CRM or equivalent systems
• Good written and verbal communication is required together with good interpersonal skills