Outbound Sales Team Manager

The Betfair group of companies ('Betfair') offers a global portfolio of gambling products and services. This includes the world's leading betting exchange (a concept pioneered by Betfair), which is provided in the UK. Betfair's other betting platforms include a bookmaking operation provided from Malta and a second betting exchange in Australia.

Position Purpose:
To plan and manage the day to day running of the outbound team to support delivery of Team objectives and targets

The key purpose of the team is to educate new customers on how to use the Betfair site and to encourage new customers to fund their account(s). The role involves cross selling of products and retention of accounts therefore strong customer service skills are essential.

Key Responsibilities / Duties:
To develop, motivate and support the Team Members by setting SMART objectives and carrying out robust performance management reviews
To develop and evaluate management information to monitor performance and identify trends.
To make or implement recommendations for improving business processes or service
To ensure completion of 1-2-1s, PDPs, POPs, salary reviews and appraisals of direct and indirect reports within the required timescales, promoting a well motivated and developed team who provide an excellent sales performance while enhancing the customer experience
To ensure recruitment, training and employee development plans are in place to support Departmental succession plans
To create an empowering environment for your people encouraging individual ownership, initiative and challenge of the status quo
To pursue self development to increase personal effectiveness, acknowledging strengths and areas for development
To provide clear direction on business/team objectives translating and prioritizing into business performance measures at team and individual level
To be accountable for overall achievement of performance objectives for your team
To determine the reward allocation for your people based on discussions with your manager on localized pay policy
To manage attendance levels/trends within your team ensuring company procedures are appropriately applied
To manage service metrics
To manage team leaders maximise productivity, contacts, actives and conversions.
To ensure resources match demands of leads supplied.
To partner with Training department to ensure all staff are trained to the appropriate level.
To work with industry bodies to ensure product knowledge is of the highest standard.
To act as the point of escalation for all complaints.
To train, coach and mentor team leaders.

Key Working Relationships:
Outbound Sales Team Leaders.
Liaising regularly with Manager.
Working closely with all Contact centre teams.
CRM Team
Engineering and Telecoms team
Fraud/Payments/Premium/Product/Compliance/Sales/Communications/ CRM teams

Key Competencies:
Pragmatic
Professionalism/integrity
Team building
Planning and control
Communication
Effective problem solving
Results driven
Self motivated/Energetic
Influencing
Making good decisions

Experience & Qualifications Required:
- Demonstrable sales skills
- sales management experience with the ability to motivate their team through sales management techniques and coaching
Ability to build strong networks and relationships at all levels internally and externally through effective communication
- Proven Leadership skills including Staff retention through effective induction, management, motivation and development
Demonstrable customer service skills
Leadership ability - act as a role model within their team to generate exceptional sale performance and lead generation
- Proven track record of reaching and over achieving profitable growth targets
- Self management, Communication and People Management Skills
- Ability to work under pressure, with self discipline and motivation
- Presentation and Driving Performance Skills
- Excellent coaching and development skills
Ability to build strong networks and relationships at all levels internally and externally through effective communication
- Experience of outbound systems such as diallers and campaign management.
- Experience of team development.
Experience of managing change and implementating new processes, reporting and development of staff
- Must have a keen interest of sport.

Key Skills:
Verbal and written communication skills.
Interpersonal skills.
Presentation and facilitation skills
People management skills to performance review and employee development
Self motivated.
Managing conflict skills.
Analytical skills.
Flexibility

Special Conditions:
Travel, may be required
Shift rotas and weekend work