Telemarketing Team Manager

About the Role
The Telemarketing Team Manager is responsible for leading the day-to-day operations of Easy Contact's telemarketing function, ensuring the successful delivery of sales, lead generation, and operational performance objectives. This role oversees Team Leaders and their respective teams while driving operational excellence, workforce effectiveness, employee engagement, and continuous process improvement.

Working closely with Commercial, Recruitment, Training, Quality Assurance, and Senior Leadership, the Team Manager plays a critical role in scaling the telemarketing operation, improving customer experience, and delivering consistent business results.

What you’ll do (Key Responsibilities)

1. Leadership and Team Management:
   • Lead, coach, and develop a team of Team Leaders, guiding their daily activities and ensuring their teams meet performance targets.
   • Drive accountability for individual, team, and departmental performance by conducting regular team meetings, coaching sessions, and performance evaluations to drive continuous improvement.
   • Ensure operational goals are consistently achieved while maintaining a positive, high-performing culture.
2. Strategy and Planning / Reporting & Analysis:
   • Develop and implement telemarketing strategies to achieve lead targets and other key performance indicators.
   • Collaborate with the management team to set departmental goals and objectives.
   • Prepare and present regular performance reports, identifying trends, areas for improvement, and actionable insights to senior management.
3. Performance Monitoring and Reporting:
   • Regularly monitor, analyse and evaluate team and individual performance metrics, through call monitoring, KPI tracking, conversion rates, and lead targets.
   • Provide data-driven reports to upper management regarding telemarketing department performance.
4. Training and Development:
   • Identify training needs and provide coaching to Team Leaders and telemarketing agents.
   • Ensure that team members are well-versed in script delivery and telemarketing techniques.
   • Foster a culture of continuous learning and accountability.
5. Operational Oversight / Compliance and Quality Assurance:
   • Oversee day-to-day call centre operations, ensuring adherence to schedules, quality standards, and customer service protocols.
   • Ensure that telemarketing activities comply with all relevant laws and regulations.
   • Implement quality control measures to maintain high standards of communication and customer service.
6. Innovation and Process Improvement:
   • Continuously identify opportunities for process improvement and cost reduction.
   • Propose and implement innovative strategies to enhance telemarketing effectiveness.
   • Problem Resolution: Handle escalated customer issues and provide solutions in a timely and effective manner.

What we are looking for

• Minimum of 5 years' experience in a telemarketing, sales, or contact centre environment.
• At least 3 years of people leadership experience managing Team Leaders or equivalent leadership roles.
• Experience managing outbound sales or lead generation teams is highly preferred.
• Demonstrated success in improving operational performance through coaching and performance management.
• Extensive understanding of call centre operations, performance management, and customer service excellence. Experience with advanced call centre technologies and CRM systems.
• Preferred Attributes:
  • Demonstrated success in leading large teams and achieving significant performance improvements.
  • Experience with call centre software and CRM systems.
  • Strong problem-solving abilities and a proactive approach to management.
  • Strong analytical and problem-solving skills with a track record of data-driven decision-making.