Contact Centre Process Manager
CHANCELLORS GROUP OF ESTATE AGENTS LTD
Contact Centre Process Manager
£55000
CHANCELLORS GROUP OF ESTATE AGENTS LTD, Forest Park, Bracknell Forest
- Full time
- Permanent
- Onsite working
Posted 2 weeks ago, 13 May | Get your application in now before you miss out!
Closing date: Closing date not specified
job Ref: 8ec982ca94f94f44976034140d1277df
Full Job Description
- Assist the Team Managers to drive performance levels within the team and optimise the conversion of business from the opportunities available in line with targets.
- Assist in running the morning/welcome briefing
- Agrees with Team Managers objectives and supports the maximisation of data for each call session per day
- Gives feedback to the Central Sales Manager from the team as to what is working/not working and develops plans on where and how to mine data for maximum return
- Support the Team Managers to run and take part in competitions and incentives within the call centre to drive performance
- Conduct call listening in order to coach the team on best practice and scripting.
- Assists with the implementation of the call centre strategy as set by the Central Sales Manager
- Escalate underperformance to Team Managers/ Central Sales Manager while developing the skills of the individuals to maximise their opportunity for success
- Undertake reviews with team remembers as directed in order to improve scripting and conversion of business opportunity
- Develop and build strong relationships with Branch staff. Collate and coordinate feedback from the branch operation to better maximise the contribution of the call team as a whole as well as to support the training and scripting of the individuals within it
- Research and maintain knowledge of up to date information on Chancellors branches/operational areas within their own cluster to assist with the sales of Chancellors Group services and products
- Work with the branches and other Heads of Process to optimise the conversion of potential business opportunities
- Responsibility for escalation of any staff issues to HR/Management
- Monitor and maintain the rules for referral ownership
- Support the Team Managers to initially handle internal disputes to resolve and where unable or where personally involved escalates to Central Sales Manager
- First-line handling of any arising branch issues, escalate to Central Sales Manager as appropriate
- Responsibility for supporting the Team Managers with the training of new starters
- Inform team of new product launches and assist with script preparation
- Ongoing listening to calls and providing feedback to all team members re quality/missed opportunity
- Where needed, take inbound calls from and make outbound calls to Chancellors Group customers and clients and generate and book appointments and referrals for Chancellors Group offices
- Review scripting to enhance and maximise opportunity and conversion of calls to business
Previous estate agency experience - Enthusiastic and pro-active team player with can-do attitude
- Able to effectively motivate a team
- Able to liaise with clients confidently and professionally
- Highly organised
- Intermediate Word, Excel and Outlook skills
- Good attention to detail
- Strong and confident communicator with high level of written and spoken English, Estate Agency: 3 years (required)
- Right to work in the UK or Work Visa without sponsorship (required)
£30,000 - £55,000 a year - Permanent, Full-time, Pulled from the full job description - Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- On-site parking
- Referral programme, INDLP - £500
- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- On-site parking
- Referral programme
- Monday to Friday
- Weekend availability
- Commission pay
Licence/Certification:
Job Types: Full-time, Permanent
Pay: £30,000.00-£55,000.00 per year
Benefits:
Schedule:
Supplemental pay types: