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Contact Centre Team Leader

Posted 5 January by The Business Connection Ended

An exciting opportunity for an experienced Contact Centre Team Leader to join a rapidly growing company on the outskirts of Chester. The Contact Centre Team Leader will be joining a successful and motivated team, and will be at the forefront of inspiring and developing the team. The Contact Centre Team Leader can also benefit from a competitive bonus structure based on performance, and have fantastic opportunities to progress further in their career as the company grows.

The Contact Centre Team Leader will have at least 12 months previous experience in team leading in a contact centre environment. The Contact Centre Team Leader will also be goal orientated, have genuine enthusiasm and be able to work in a fast paced and high-pressure environment. The Contact Centre Team Leader will also have experience with identifying problems and implementing continued resolutions and improvements for team operations.

Key Responsibilities:

  • Delivering targets and all KPIs
  • Manage performance delivery with KPIs and implement improvement plans for all areas
  • Create, monitor, and update performance forecasts
  • Use MI analysis to identify risks and opportunities for improvement
  • Generate business updates on performance and team objectives
  • Build, maintaining and encourage all working relationships with colleagues
  • Conduct regular performance meetings with team members, ensuring objectives are set to adhere to performance needs
  • Conduct performance management; and ensure all team members are delivering against set targets
  • Training both in conducting current skill analysis and providing coaching when needed
  • Complete regular quality and compliance checks on the team, implement plans to resolve breaches in compliance
  • Conducting regular team meetings
  • Create a positive and inspirational environment to team members and encourages new ideas from team members
  • Manage attendance and timekeeping for all team members, portray clear expectations to team members
  • Ensure all annual leave is processed and kept within threshold
  • Have direct involvement and support on disciplinary processes
  • Assist with the recruitment and training for new team members

Essential Skills:

  • Hold at least 12 months experience within a Contact Centre Team Leader position
  • Delivery an outstanding customer service and hold previous customer service experience
  • Previous experience within team leadership
  • Hold empathy and understanding towards team members
  • Be enthusiastic and a self-motivated individual with the determination to achieve and exceed targets
  • Hold experience to be able to work in a dynamic and fast paced environment
  • Hold great people skills and a positive outlook and `can do` attitude
  • Hold high attention to detail skills and ensure a high level of accuracy when dealing and processing data
  • Be able to manage workload and priortise effectively
  • Be able to be flexible to meet the business needs and be able to work with flexibility towards hours, including a shift pattern
  • Motivation to develop and progress your skills

Keywords: Customer Service Team Leader, Call Centre Team Leader, Team Leader, Call Centre, Contact Centre, Contact Centre Team Leader, automotive, car contact centre,

Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven`t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies

We are acting on behalf of the client as an Employment Agency in relation to this vacancy

We are an equal opportunities agency and welcome applicants from all backgrounds

Reference: 34149738

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