Telemarketing Team Leader

The Role

You will lead a team of approximately 8-12 Telemarketing Consultants, supported by a team of other Team Leaders and a Senior Consultant. You will be data-driven and often required to analyse and explain data trends to know how your team are performing in real-time against sales targets. You will use data systems to optimise performance levels, including performance metrics reporting and speech analytics systems.

You will be responsible for both the day-to-day operation of your team, their performance and ongoing development but also will help devise and then work towards the longer-term vision of Customer Engagement. You will work across multiple products and will be able to collect data, share learnings and feedback across the wider business for optimal performance going forward. You will partner with stakeholders across both Customer Engagement and MVF as a whole including the People Team, Sales and Marketing Operations to support MVF’s mission to accelerate our clients’ growth.

You will be expected to spot opportunities for us to generate higher value customers for our clients resulting in additional revenue for MVF in both the short term, and also long term by embedding ourselves in our clients’ sales funnel.

What We're Offering You

• Summer Fridays
• Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days)
• Closed for Christmas holidays
• Work from anywhere for 2 weeks a year
• Life Assurance and Income Protection to protect your loved ones
• Benefits allowance for health, dental, and vision coverage
• Six months paid maternity leave, and one month paid paternity leave (subject to qualifying conditions) inclusive of same-sex and adoptive parents
• Defined Contribution Pension and Salary Sacrifice Scheme
• Be Well: Our award-winning wellbeing and mental health programme to support all MVFers and their families
• Family Forward support for our MVF parents and their mini-mes
• 2 charity days a year
  
  

Our Team

At MVF our clients pay us for sales ready customers. Approximately 500,000 of our customers are telephone or sight qualified which takes place in our Contact Centre. This generates over £12 million gross profit for the business.

In your role as a Telemarketing Team Leader, you will be a part of the wider Customer Engagement team. The Customer Engagement team at MVF is responsible for building audiences that come back to use our services again and again. We're passionate about delivering exceptional customer experiences and generating industry-leading customer lifetime value.

Every day we work to understand our customers and their needs, to create and deliver messages via email, text and calls that engage, inform and convert to activate data that delivers tailored experiences.

Our mission is to deliver world-class customer service, instil trust with our partners and build our brands as authorities in their markets. The Contact Centre is a critical part of MVF processes and growth.

Responsibilities

As the Telemarketing Team Leader you will

• Role model behaviours across the Contact Centre and have a passion for sharing your insight with others and coaching them to be self-sufficient. You will be credible, have an in-depth understanding of systems, processes, ways of working and appreciate how this impacts different teams, functions and the wider business.
• Have high energy and be able to motivate your team. You will spend your time surrounded by your team, you will know their strengths and be able to drive them to hit their objectives.
• Be people-focused and passionate about developing your team. You will support recruitment activities, complete induction training, regular one-to-ones, quarterly growth conversations and set objectives. You will be genuinely enthusiastic about coaching and developing your team, rather than it being a tick box exercise.
• Be results-driven, as we are paid per lead and all Telemarketing Consultants must be qualifying leads in the most efficient way at pace. You will coach your team to deliver a number of KPIs, based on both volume and quality. Where necessary you will proactively manage performance, initiating early intervention via performance conversations and PIPS
• Demonstrate commerciality and spot opportunities to increase gross profit. At MVF we love innovation and are constantly looking for ways to grow whether this is by introducing new products or services or changing the way we do things.
• Take any problems in your stride, provide solutions, display resilience and have the confidence to take risks. You will be a proactive problem solver, be able to assess the information and facts in front of you and be quick to make a decision.
• Be client-centric and be able to articulate what constitutes a high-quality lead to your team to provide the best service, deliver high-quality scores and reduce the refund rate.
• Have a passion for data, you will be curious and constantly looking at how your team is performing, how your team is tracking and how this affects the business as a whole. You will be data-driven and use this data to determine your action both in the short and the long term.
• Spot opportunities to cross and link sell products from our verticals, driving commerciality. You will collaborate with your team to understand how our products compliment each other and share this with the B2B Team Leaders.
• Be passionate about providing an exceptional customer journey, and delivering world-class customer service. You will be able to balance both a service and a sales focus and ensure that your team delivers both elements.
• Support recruitment activities, constantly analysing the process and its contents to drive success
• Responsible for the successful onboarding of new hires, through the delivery of training (Start Smart) and regular 1-2-1 coaching
• Have experience in formal people processes including managing sickness, absence and disciplinary processes. You will be supported by the People Team, especially in complex cases, but will be confident in having initial conversations with your team.
• Work with our industry-leading platforms and be able to troubleshoot with necessary departments if things are not working as they should be. You will have strong attention to detail as accuracy is imperative.
• Proactive identification of internal talent, managing upwards and supporting the Salary Review/Promotion recommendation in line with MVF Reward Principles
• Display self-awareness and welcome feedback about what you could do differently.
  
  

What Success Looks Like

• Achieving all set Team Leader productivity and revenue-based metrics
• Have a high-performing team of Telemarketing Consultants achieving gross profit targets by efficiently generating high-quality leads with low refund rates.
• An engaged and motivated team who knows how they are performing in real-time. You will celebrate the success of maximised phone calls, where each commercial opportunity has been spotted
• Data-driven decision-making, ensuring the best operational efficiency by calling our pre-existing business customers in the optimal order.
• Strong stakeholder relationships, including across the Contact Centre, wider MVF and external stakeholders. You will be recognised as an expert in the B2B side of the business.
• Determining and delivering short and long-term strategy across Telemarketing Team, as well as working towards the Contact Centre Roadmap
  
  

Our Ideal MVFer

• Experience working in a Contact Centre with a sales focus, ideally outbound calling. Outsourced client-facing experience would be of particular interest.
• Evidence of strong people, team leadership and management skills, with proof you have created a high-performing team who have delivered operational excellence.
• Experience in storytelling using data to hypothesise a tangible growth outcome.
• Strong computer systems proficiency will be required.
• Committed to delivering a consistent high volume and high performance to be truly world-class.
• Inquisitive with a love of innovation, always looking for ways to do things differently.
• An inspirational leader with high energy, always inspiring positivity across their team.
• A passion for helping others succeed by sharing their knowledge, experience and insight with their team and across the business.
• Works smart and deliver fast with an ability to spot opportunities to drive commercial outcomes
• Demonstrated analytical and problem-solving skills, with an ability to think strategically
• Excellent communication skills via phone, email and face-to-face
• A positive, proactive problem solver