Call Centre Team Leader

Posted 6 July by Pollinate Recruitment

Are you a proven leader within a Contact Centre environment wanting a new challenge? Are you looking to join a Times Top 100 employer who joined the list in 2013 and have been in the top ten ever since? They were nominated for 24 awards last year and have ambitious plans for 2018. Due to their continued ongoing growth and a number of client wins they are looking for Call Centre Team Leader to join them in their Kentish Town Call Centre.

As a Team Leader You will lead a team of approximately 15 agents, supported by a Deputy Team Leader. You will be responsible for both the day to day operation of your team, their performance and ongoing development. You will work across multiple campaigns and will be able to collect data, share learnings and feedback across the wider business for optimal performance going forward.

My client qualifies approximately 500,000 leads per year in their Call Centre and they continuously optimise their lead qualification process to ensure that they find the highest quality prospects for their partners with an impressive client retention rate of 96%. This is a fantastic opportunity to make a real impact in one of the fastest growing areas of their business.

You will be responsible for leading a team to deliver an exceptional customer service experience for prospective customers whilst ensuring that that we get all of the relevant information to their clients.


As a Call Centre Team Leader you will

  • Role model behaviours across the Call Centre. 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.

  • 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.

  • Have a passion for data, you will be curious and constantly looking at how your team is performing, how your team is tracking.

  • Collaborate with your fellow Team Leaders and other areas within the Call Centre and wider business. You will be be an expert on your campaigns, determine what good looks like, will able to see the bigger picture and share your insight.

  • Be truly commercial and spot opportunities to increase gross profit.

  • Be results driven. You will coach your team to deliver a number of KPIs, based on both volume and quality.

  • 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 assess the information and facts in front of you and be quick to make a decision.

  • Be client centric, understanding their requirements and your responsibilities.

  • Be passionate about providing an exceptional prospect 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.

  • Have experience of formal people processes including managing sickness, absence and disciplinary processes. You will be supported in complex cases, but will be confident 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.

  • Display self awareness and welcome feedback about what you could do differently. As part of your training and development you will attend an ILM accredited course, so you can develop your leadership skills.

My client are looking for

  • Experience of 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 of setting up new campaigns from initial conversations with clients, through to setting up your team, setting KPIs through to completions

  • 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

This role attracts a basic salary of up to £35,000 plus monthly paid commission. This is uncapped but current Call Centre Team Leaders bring home on average between £500 and £1000 a month.

There are also further benefits including

  • Unlimited Book Allowance- great for reading up on sales, marketing and training or development

  • Charity Days- you can also volunteer at my client's charity partner or at other charities so happy fundraising!

  • Free food and fruit throughout the day- there are 5 types of milk, yogurt, bread, eggs and seasonal fruit which you can help yourself to!

  • Relaxed, informal culture - no dress code

  • A variety of sports clubs- all for free. For those who are competitive you can play football, ultimate frisbee and basketball just to name a few. We have PT sessions and a running club. There is also yoga with great sunset views across London.

  • For those less energetic, there are also gaming and book clubs. For those who are musical, you can also join the choir.

  • Corporate gym membership less than five minutes from the office so no excuses!

  • Although there are great transport links to Kentish Town and Kentish Town West, my client also offer a cycle to work scheme

  • Family First culture, where you are able to achieve a genuine work/ life balance. We also host events for families including a great children’s christmas party.

    Regular social activities, including new starter drinks, regular Lunch Sessions where you will get to listen to an inspirational talk with free food, free lunch on the day of the monthly company meeting and regular
  • Required skills

    • Call Centre
    • Customer Service
    • Outbound Calls
    • Team Leader
    • Team Management

    Reference: 34484243

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