Sales Manager - Contact Centre

Job Title: Sales Manager - Contact Centre
Contract Type: Permanent
Location: York
Reference: 7820100
Job Published: December 02, 2017 04:45

Job Description

Sky is Europe's leading entertainment company and serves over 22 million customers across five countries. Our business in the UK and Ireland has come a long way since starting out as a satellite broadcaster in 1989 and we're not stopping there. We're home to award-winning teams for everything from Customer Service to Marketing, from Technology to Finance, meaning there's plenty of opportunity for you, no matter what your career goals. Sky Business is the business-to-business division of Sky. Sky Business provides commercial customers in the UK and Ireland with comprehensive multichannel television services across a wide variety of businesses. These include pubs, clubs, bookmakers, hotels, offices, gyms, shops, care homes, golf clubs and oil rigs. The Contact Centre Sales teams are responsible for generating new sales into the independent licensed and hotel sector - selling the great sporting content we have and driving multi-million pound revenues year on year. This role reports into the Head Sales - Contact Centre. Sales Centre Managers are there to lead our sales teams and ultimately inspire people to do their best every day. Creating a great place to work for your team, you will drive performance that delivers excellent sales performance and customer service. This is a driven and dynamic team, driving the development of best in class products and services for Sky customers. The team is backed up by an excellent field sales team who you will work with on a daily basis to close those all-important deals. There are also dedicated marketing, compliance and data teams who will provide outstanding help and support, enabling you to spend more time in front of customers. The perks As a valued employee of Sky, you'll benefit from a free Sky Q premium package (one off payment required for installation), an excellent pension scheme, private health care and a share save scheme. There's a range of other benefits to help you make valuable tax and national insurance savings too. Purpose of the role and key responsibilities An exceptional and inspirational people leader, you will be able to engage, motivate and inspire your team to always give their very best. You will be quick to guide those that need help. Under your leadership your team will have what it takes to understand and support our customers providing the highest level of performance on all interactions. You will lead a team to focus on a primary and secondary skill from the following key areas: • Proactively generate new business opportunities with prospective and existing Sky Business commercial customers • Retain and manage existing customers and turnaround cancelling customers Accountable for delivering against budgeted annual subscriber and revenue growth and developing strategies, and projects to constantly improve ways of working. You will be experienced in leading a team of Sales Consultants with a focus on realising the potential of your teams to deliver for our customers and employees in addition to your stakeholders across the business. A previous track record of success is key; a genuine passion for sport is also a must! As with any sales target-driven role, SCMs need to be self-motivated and able to adapt their style and approach to the needs of both their team and their customers. SCMs are expected to have exceptional communication skills and be able to think on their feet in difficult situations. In order to meet customer demands, Sky operates a flexible shift pattern you will work 37.5 hours per week and will be required to work some evenings and weekends as part of this shift pattern. Your key responsibilities: • Embedding a positive working culture and Sky behaviours whilst managing a team of up to 12 sales account consultants • Managing the day to day operation that delivers our sales and service led KPIs • Inspire and develop sales contact centre personnel, against Sales KPIs and Standards of Performance, showing clear evidence of recruiting high calibre candidates, who hold and follow clearly detailed action and development plans • Raising performance by supporting, coaching, motivating and challenging your team and building on performance and development • Executing the operational strategy of the sales centre, ensuring the strategy fits with that of the wider business and Sky teams • Identifying and driving continual improvement of our new business, account management and retention experience from your team • Leading recruitment, selection, training, and development of your staff • Create a culture of continuous testing, challenging the "way we do things" by trialling new ways of working in the contact centre • Develop and execute team incentive programs that drive incremental performance in sales that would not have been achieved otherwise • Manage people effectively through the use of Sky's performance management tools, and develop direct reports. Demonstrating consistency in using these tools, and evidencing actions which ensured a swift change in performance • Seek efficiencies, ensuring your team is fit for purpose and manned when needed, regardless of the time of day • Perform assessment of staff performance on call, ensuring they are following correct and conducting themselves in call the right way • Work with other managers to ensure that all staff are measured consistently in terms of performance bench marking • Ensure low performance and high performance is identified, and swift support is put in place - a demonstration of previous structures / process is beneficial Your skills: • Proven experience of managing Call Centres • Demonstrable experience in a sales environment • Proven ability to win new business and a track record in driving sales revenue • Comfortable working in a target driven environment • A strong understanding of sport • Proven track record in developing a team • Strong influencing and negotiation skills • Strong Time Management skills • IT Literate with experience in MS Office applications • Strong interpersonal and communication skills • Tenacious self-starter, motivated by individual success • Target driven, taking pride in on just achieving but exceeding said targets • Persistent • Confident and outgoing • Numerate PLEASE NOTE: Due to business demands, flexibility is required around working evenings and weekends. If you're ready to work in a dynamic environment alongside talented people who take pride in delivering great results, apply today Happy to talk flexible working It's our people that make Sky Europe's leading entertainment company. That's why we work hard to be an inclusive employer, so everyone at Sky can be their best. If you are successful in your application for this role, your appointment will be subject to receiving a positive outcome from your Criminal Record Check. Believe in better

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