Job Title: Sales Centre Supervisor
Department: Neilson Sales Centre
Travel Factors: Occasional overseas travel
Reports to: Sales Centre & UK Operations Manager
Direct Reports: Sales Consultants
Interfaces with: UK Operations, Customer Services, Trading, Business Systems, Finance and Marketing
Job Role Summary
To manage, supervise and develop a team of Sales Centre Consultants with the aim to motivate and inspire them to achieve targets, call conversion, productivity and call monitoring expectations.
Providing a friendly, efficient and professional service to both agents and direct customers making sure that Neilson’s excellent reputation is maintained.
To drive the Sales Centre forward and manage change where necessary; working on projects individually or as a team. To deliver innovation and improve best practice and processes to enhance the department’s performance.
Key Responsibilities and Tasks
Proactively manage individual and team sales performance against business and targets, ensuring processes are put in place to achieve these targets.
Proactively manage individual performance against productivity and service levels.
Provides live support for consultants to overcome any sales/administration barriers.
Identifies individual’s personal development needs from target results and then deliver coaching and mentoring to enable them to fully meet the job role requirements.
Desires and capable to cultivate learning and development of others to improve performance.
Defines the product/system/process training requirements necessary to fully service sales for the team and ensure that the training is delivered to team members in a timely manner.
Identifies persistent non-performance and, and follows improving performance policy by training, coaching and mentoring. Initiate and take ownership of disciplinary issues to ensure rapid and effective resolution.
Manage recruitment of new staff, identifying company requirements and follow all recruitment procedures.
Is able to identify areas for improvement and suggestions as to how to resolve issues and enhance existing procedures.
Ensure all knowledge of current and planned trading requirements are met by attending weekly trading meetings, taking actions on board and proactively implementing what is required.
Ensure that resources are moved between lines of business to effectively manage peaks and troughs for that business and ensure maximum utilisation of consultants.
Proactively highlights and raises sales barriers and objections to internal departments to ensure they are fixed and follows up outstanding issues.
Ensures adherence to data protection, compliance, and operating standards.
Ensures that customer complaints are dealt with in a timely and cost-effective manner and that any complaints which may create adverse publicity for the company are rapidly escalated.
Establishes and manages customer expectations.
Ensures effective communication and interpretation of changes to processes/ procedures/ products to the team.
Drive improvements for communication style and retention of knowledge.
Shows willingness and capability of an individual to adapt to, as well as proactively drive change across the business.
Be innovative with ideas for improvements of processes, policies and motivational schemes.
Implement new ideas and schemes with passion and take lead in any changes required for sales and department operational improvements.
Leadership, Management, Personal Skills, Knowledge, or Qualities
Essential: Open and approachable management style.
Able to inspire and leads others to achieve challenging results.
To work as an individual and to be a team player.
Confident, articulate and clear communication skills with staff and customers, to ensure sales opportunities are archived.
To develop good working relationships with colleagues and other internal departments.
To be commercially aware of holiday sales and trends.
Is motivational and has a positive attitude at all times.
Desirable: Knowledgeable of disciplinary polices.
Managed and implemented innovate projects.
Been involved in recruitment selection and procedures.
Technical Skills, or Knowledge
Essential: Knowledge of Microsoft packages: Word, Excel, Email.
General geographical knowledge.
Preferably has previous experience and knowledge reservation booking platforms, eg. Viewdata, @comres, Travelink.
Experience and Track Record
Essential: Previous experience in managing a target-driven sales team.
Thrives in a fast paced, results-oriented environment requiring a high degree of flexibility whilst retaining business disciplines.
Outstanding proven success in working with a diverse team of people to proactively resolve problems and conflicts to the benefit of the wider organization.
Previous travel industry experience.
Desirable: An active interest in skiing, or sailing and other active watersports.
Qualifications, Training, Professional Memberships, or Accreditations
Essential: Educated to GCSE level or equivalent in Maths and English.
Desirable: Travel or tourism related higher education qualification.