Contact Centre Manager - CPM Ireland
CPM Ireland, Ireland
Job Description
The focus of this critical new role is to lead and grow our Contact Centre on behalf of key clients Vodafone Business delivering exceptional performance through best in class sales management, training and reporting. This role will also involve supporting CPM’s Direct Sales business unit with the set-up and successful onboarding of new Contact Centre and Field Sales clients. The Contact Centre amp; New Business Sales Manager will be a champion of CPM’s DNA and will lead their team by example through their passion and commitment for the role. A winning attitude combined with a digital mindset is essential for success in this role.
The Primary Responsibilities for This Role Are:
• Lead, train and motivate the Contact Centre Inside Sales Teams to meet and exceed agreed targets
• Support the Client Service Director to set up and successfully launch new Direct Sales clients in the Inside Sales and Field Sales spaces
•Deliver core client and company KPIs to ensure the success and growth of the sales Teams, including sales volumes and quality, headcount management and activity rates
• Carry out call quality and live monitoring of calls to ensure all members of the team are exceeding client expectations and upholding company standards at all times
• Own the recruitment process for new people including interviewing, inducting and training
• Support other CPM clients as required as part of the wider Direct Sales team Freedom Integrity Excellence Respect Innovation
• Provide insight, analysis and feedback on sales activity, customer sentiment and market intelligence to management and our clients
Requirements
• Experience leading successful inside sales and/or field sales teams
• Track record of exceptional performance in an inside sales environment
• Self-motivated and flexible in approach to work practices
• Strong planning, organising, reporting and networking skills
• An excellent team builder and motivator who will thrive on working closely with the team to meet challenging but achievable targets
• A talented communicator with excellent negotiation, persuasion, presentation and interpersonal skills at all levels
• Highly driven with enthusiasm to meet high sales targets and to cope under demanding pressure
• Trustworthy, professional and reliable when dealing with confidential information
• Proficiency in computer skills, MS Word, Excel, Outlook and CRM database
• Telecoms experience an advantage but not a requirement
Competencies:
• Exceptional verbal and written communication skills
• Ability to communicate effectively with people from all levels within an organisation
• Initiative and ability to perform independently and without direct supervision
• Problem solving skills and a drive to identify and implement new ways of working
• Commitment to continual personal and team development
• Strong time management and organisation skills
• A digital mindset (A person with a digital mindset applies technology to become more efficient and collaborative - someone who is relentlessly curious, questions the status quo and one who doesn’t limit herself to the job scope)
Benefits
• Basic Salary - 40,000
• Bonus - 12,000 (OTE)
• Uncapped bonus related to team performance
• Opportunity for fast progression and increased responsibility Freedom Integrity Excellence Respect Innovation
• Employee Assistance Program
• TaxSaver
• Bike to Work
• Laptop, mobile phone
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Measures of Success:
• Deliver 100% of sales KPIs monthly
• Maintain Headcount and Activity rates at required level through strong recruitment and high Team morale and development
• Ensure 100% sales and call compliance across the Team
• Identify and implement 1 new / improved way of working per quarter to increase sales / efficiencies and or reduce costs