Call Centre Manager

Competitive salary + high commission based on team performance Lead and mentor a dynamic, high-performing call centre team Make an impact by delivering quality, tailored leads to clients This forward-thinking organisation specialising in lead generation through personalised, one-on-one outbound call marketing. Unlike traditional high-volume, low-quality lead generation companies, we focus on building genuine relationships with each lead, ensuring quality and consistency. Our in-depth understanding of client needs, combined with industry experts and financial planners on our team, allows us to deliver leads that are tailored to specific business requirements. The Opportunity We are seeking a Call Centre Manager to lead, coach, and mentor a high-performing team of outbound call centre staff. In this role, you will oversee the day-to-day operations of the call centre, ensuring that our approach to lead generation continues to deliver high-quality results for our clients. You will play a critical role in driving performance, improving call strategies, and supporting your team to exceed targets and customer expectations. Key Responsibilities Team Leadership and Coaching: Lead, coach, and mentor call centre staff, providing ongoing support and development to ensure high-quality lead generation. Conduct regular one-on-one sessions to provide feedback and training on improving call outcomes. Lead Generation Strategy: Work with the team to implement call strategies that foster rapport with leads, ensuring each interaction meets qualifying criteria and results in high-quality leads for our clients. Performance Monitoring: Track and analyse key performance indicators (KPIs) for call centre staff, implementing improvement plans where necessary to meet lead generation targets. Provide regular performance reports to senior management. Call Quality Assurance: Monitor live calls and provide feedback on communication techniques, ensuring that staff maintain a high level of professionalism and rapport-building throughout each interaction. Training and Development: Develop and deliver training programs to upskill call centre staff, focusing on areas such as objection handling, product knowledge, and relationship-building techniques to enhance lead conversion rates. Operational Efficiency: Oversee the scheduling, workload distribution, and daily operations of the call centre, ensuring resources are optimised to meet campaign demands and client expectations. Stakeholder Engagement: Collaborate with internal teams, such as marketing and client management, to ensure lead generation efforts align with overall business objectives and client needs. Problem Solving and Escalation: Provide hands-on support in resolving escalated calls or client concerns, demonstrating leadership and ensuring positive outcomes. About You Proven experience in managing a call centre, with a strong focus on outbound marketing or lead generation. Excellent leadership and mentoring skills, with the ability to inspire and develop a high-performing team. Strong communication and rapport-building abilities, with experience in quality assurance and performance management. Experience in creating tailored lead generation strategies that deliver results. Proficient in call centre operations, performance tracking, and resource management. Why Join Us? This is a fantastic opportunity for a driven and people-focused leader to manage a dynamic call centre team, delivering meaningful lead generation results that make a real difference for our clients. If you are passionate about coaching teams, improving performance, and delivering high-quality outcomes, we'd love to hear from you. Reference number: BBBH240366 Profession:SalesSales Administration & Office SupportCustomer Service SalesCustomer Service Company: Hudson Australia Date posted: 3rd Oct, 2024