Remote telesales manager

We are a growing small business looking for an experienced Call Team Leader to take responsibility for our appointment-setting team. This is a hands-on management role with responsibility for monitoring performance coaching callers and helping us establish an independent calling department. We are looking for someone who is organised analytical and confident managing performance with the ability to work independently and take ownership of the role.

The Role

You will be responsible for the day-to-day management and performance of our calling team including Calling customers to confirm upcoming appointments. Monitoring the appointment diary and identifying potential scheduling issues. Monitoring individual caller performance through CRM reports and call data. Regularly listening to recorded calls to assess call quality. Providing clear constructive feedback to callers. Identifying training and development needs. Tracking and reporting on key performance indicators. Recognising strong performance and addressing areas requiring improvement. Identifying trends and issues within the team and putting appropriate actions in place. Working with the team to continuously improve call quality appointment setting and confirmation rates. Key Performance Areas You will be responsible for monitoring and improving performance across areas including Call volume Contact rates Call quality Appointment booking rates Appointment confirmation rates Cancellation rates Appointment attendance rates Individual caller performance We are looking for someone who can go beyond simply reporting figures and identify the reasons behind performance then take action to improve it. The successful candidate will ideally have previous experience in Call centre management or team leadership Telesales or appointment setting Sales or customer service management Coaching and developing calling teams Monitoring calls and providing performance feedback Working with KPIs and performance reports You should be Confident managing and coaching people Comfortable having performance-related conversations Highly organised and self-motivated Comfortable working independently Analytical and able to interpret performance data A strong communicator Proactive in identifying and solving problems Confident using CRM systems and reporting tools Previous experience managing a remote team would be advantageous. We are flexible regarding how the hours are structured but the successful candidate will need to maintain regular contact with the calling team and ensure appointments are being monitored and confirmed consistently. There is potential for the hours and responsibilities of the role to increase as the department grows. We are looking for someone who can take ownership of this function develop the team and help build a professional high-performing appointment-setting department. Pay £14.00-£17.00 per hour Expected hours 15.0 – 20.0 per week

Benefits

Work from home Application question(s) Question 1 A caller is making a high number of calls but consistently booking fewer appointments than the rest of the team. How would you investigate the reason for this? Question 2 You listen to a caller's recordings and identify significant areas for improvement. How would you approach providing feedback? Question 3 You join the business and discover there is currently no formal call quality or performance management process. What would you prioritise during your first 30 days?

Work Location

Remote