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Conversion Operations Team Leader

at Betting Connections (Gibraltar) Full Time Friday, August 1st, 2014

Job Description:

Reporting to the Conversion Manager, you will be responsible for leading the company’s Sales Agents to ensure positive growth and achievement of business sales targets, through positive planning and execution of the conversion work plan. Develop a team of Sales Agents identifying objectives developmental and professional support to improve the short term and long term sales targets and goals. Working closely with other business units.

Key Responsiblities:

Performance Management:

• Motivate Agents to ensure that excellent performance is acknowledged and reasons for success are shared amongst the Sales Team

• To conduct quality control checks to ensure that the level of service sale is maximised

• To drive, monitor and support the team to ensure that both individual and team targets are met

• Review agent results and performance on a daily, weekly and monthly basis

• Mid-term and end of year performance reviews for all Sales Agents benchmarking their performance against their specified objectives

• Manage and deliver the recruitment and selection process of Sales Agents, including guiding new staff through the probation period, and providing regular feedback to support closure of the probation process

• Co-ordination and investigation of all HR issues relating to the team of Sales Agents, including conflict management, and discipline and grievance issues

• Cover for the Shift Supervisor absence during annual leave or sickness

• Day to day monitoring of key sales systems to include Right Now, RTMS, Cisco including other technologies in place and ensure performance and efficiency is maximized


• Support the Conversion Manager in delivering projects in a timely manner

• Positively communicate new company initiatives and embed Company values

• Successfully implement new policies and procedures within the department


• Compile reports for both chat, phone and e-mail on individual and team performance

• Constantly analyse the operation to ensure that the team operates in an efficient manner utilising its resources in the most cost effective manner

• Review and analyse the conversion performance within specific marketing channels providing feedback on trends and action points

• AB testing on segmentations ensuring best ROI and segmentation optimisation

• Offer solutions and suggestions for procedure and policy improvement to management


• Ideally 2 years minimum experience managing a large team in a call centre environment and strong leadership abilities

• Excellent interpersonal and communication skills

• Proven experience in achieving targets

• Proven coaching and training abilities

• Self-confidence and ability to manage and motivate the team

• Highly organised

• Analytical and reporting skills using word and excel

• An open, honest, enthusiastic and resilient approach

• Accountability for achieving goals and delivering a quality service to the customer

How to apply for this job in Gibraltar:

If you are interested in this position, or know someone who should be, send your CV via email:

*Please mention our website ( when you apply. Thank you!