Head of Contact Centre Sales Performance

Reporting to: Contact Centre Director

Department: Sales

Location: Wilmslow

Salary: Competitive Salary & Bonus


Are you a Head of Contact Centre or Sales Performance looking to join an award-winning company during an exciting period of growth? Or perhaps you are a high-performing B2B Sales Manager looking to progress?

Either way our newly created Head of Contact Centre Sales Performance role could be just what you have been looking for!


Citation are one of the top 100 companies in the UK to work for with an industry-leading client retention rate and thousands of very happy customers. (Our 5* Trustpilot and Glassdoor reviews speak for themselves!) We are really proud of our leading staff engagement and retention rates. It is what has enabled our double-digit growth every year for the last 6 years and it is core to our business strategy.  As we scale for further growth across the Citation Group, we want our already amazing sales teams to be even better and that’s where you come in.

As Head of Contact Centre Sales Performance, you will bring your energy and enthusiasm to our outbound contact centre and help us take our already high performing contact centre to the next level. Passionate about the service we offer to clients you will achieve business goals by creating a culture of high performance amongst our outbound sales teams.


In this varied and high-profile role, you will –


  • Work closely with the Contact Centre Director and in partnership with the Head of Contact Centre Operations, creating and running competitions and incentives for the teams and managers to drive performance and keep the contact centre motivated and performing at their best. These 3 key roles combine as a leadership team to drive contact centre performance.


  • Collaborate with various stakeholders across the business to ensure we are working together as effectively as possible to achieve our overall business objectives. Including with our Operations team to devise and drive campaigns and with our Events team to ensure that we are maximising all opportunities from this channel.


  • Have an eye for figures. You will be able to analyse KPIs and know exactly what they mean, identify improvements and how they will impact performance. You will be responsible for linking your findings into the overall L&D for the whole department.


  • Manage and develop the contact centre trainers in order to ensure to our induction and onboarding processes result in high levels of retention and work with the internal recruitment team to ensure we can continue to grow at speed.


  • Bring new and effective sales development tools and techniques and take a lead role in messaging out sector and industry trends bringing them to life across our teams.


About you

This is no ordinary Sales Culture, so we are looking for an extraordinary Sales Leader with relevant experience and a proven track record of enabling sales teams to deliver results.  You may be working in a similar role at the moment and looking for a new challenge or maybe you’re a high-performing B2B Sales Manager ready for your next step.


You will be someone who is passionate about people and sales best practice. You will be looking for a role where you can bring new ideas and you are not afraid to try new things.


You have a key understanding of sales and how sales processes work. You enjoy diving into the thick of the action leading and supporting your teams, as well as utilising data to identify insights to provide strategic recommendations and suggest improvements.


You will have proven leadership skills and demonstrated effectiveness in new business development strategies, it goes without saying you’ll also be comfortable dealing at all levels of our fast-paced organisation.


You’ll need to be a lively presence on our sales floor – our culture is really important to us and you will fit in with your outgoing personality.


Most importantly you are looking to join a growing, highly successful company where you can continue to grow, develop and thrive with us.  Somewhere fun, professional and supportive where you get the chance to shine every day.


Apply today to find out how you can be #happieratcitation


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