Sales Lead (Outbound Contact Centre)

Requirements

• Working knowledge and proven success in the delivery of outbound sales campaigns
• Expertise in influencing and managing all OBTM levers
• Ability to set up new tests and campaigns and associated processes, reporting and training
• Successful candidates are those who are able to demonstrate previous work experience within a contact centre environment (either in-house or outsourced) and indicate such experience on their resume
• Sales-driven mindset and enjoys achieving targets
• Direct experience of working in a sales / retention team within a contact centre
• Working knowledge of delivering sales activity to the standards of a quality assurance programme within a contact centre setting
• Vendor management experience (preferable)
• Understands and implements an appropriate balance between sales and quality
• Excellent written and verbal communication skills
• High level of attention to detail
• Coaching and performance management skills
• Proactive with a sense of urgency
• Self-motivated driven to succeed

What the job involves

• The sales activity consists of inbound telephone and live chat, plus outbound calling campaigns.
• You will play a key role by leading the outbound activity, also with involvement in supporting the inbound activity.
• As the Sales and Retention Lead, Customer Engagement Centres you will proactively collaborate on a range of activities to drive excellence in both sales performance and quality, including areas such as review of results, customer contacts, scripting and training materials – making suggestions and developing new initiatives, as well as completing checks and monitoring.
• Lead the successful delivery of the outbound telemarketing sales activity.
• Develop and deliver new testing and activity to support the outbound strategy.
• Achieve agreed targets by proactively driving sales performance and quality assurance through the OBTM channel.
• Lead daily calls with outsourced contact centre, providing guidance and feedback around performance metrics and identifying areas of best practice and improvement.
• Ensure activity delivered by outsource partner is aligned to standards in all aspects of operational delivery, including targets, process and quality requirements.
• Support inbound sales channel as required.
• Use reporting and data to analyse and drive performance.
• Manage the quality process and ensure our contact centre partner is fully calibrated with requirements.
• Spend regular time on site at outsourced contact centre(s) to support and drive sales and quality performance.
• Get involved with ad hoc projects which relate to the goals of the Sales team, for example – reporting development, systems improvements and deep dives on key themes.

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