Share Plan Manager
Smith+Nephew
Job Level
Mid-LevelSenior
Tech Stack
Switching
About the role
- Lead and grow our outbound calling team focused on onboarding new customers
- Own day-to-day management including hiring, training, rota planning, QA, and reporting
- Optimise team performance using data against metrics such as spoken to rates, trial conversion and retention
- Lead QA processes and performance reviews; perform month-end invoicing and assign calling priorities
- Analyse call outcomes and implement process improvements; review and optimise commission structure
- Collaborate with senior leadership and influence wider customer engagement initiatives
- Act as subject matter expert in outbound calling bringing best practices and innovations to the team.
Requirements
- Proven experience managing and scaling an outbound calling team
- Strong leadership skills with the ability to inspire, coach, and hold teams accountable.
- Highly analytical and data-driven, comfortable using metrics to guide decisions and measure success.
- Operationally excellent: organised, detail-oriented, and able to manage multiple priorities with ease.
- Strong communicator, confident in collaborating across departments and presenting insights to leadership.
- A proactive problem-solver who thrives in a fast-paced, growth-oriented environment.
