Contact Centre Team Leader

An exciting opportunity has arisen for a team leader to join our Contact Centre.

We’re seeking a highly motivated individual with excellent communication skills, who will help drive performance and enjoys working in a fast-paced environment.

The role involves working closely with the customer relations and bookings teams, helping to deliver an exceptional level of customer service.

Key responsibilities include:

  • Leading and developing the customer relations and bookings teams, managing the daily workflow
  • Monitoring KPIs to ensure targets are met
  • Conducting 121s and ongoing coaching and development
  • Reporting on branch and individual performance
  • You will also spend time taking calls and handling customer enquiries where needed
  • Motivating the team, encouraging feedback and recognising and rewarding high performance
  • Handling escalated calls where relevant

Essential attributes include:

  • At least 12 months experience of leading a contact centre team
  • The ability to motivate and performance manage teams in a fast-paced environment
  • Proficient understanding of performance management and coaching techniques
  • Good attention to detail and excellent time management skills
  • Excellent communication skills with a can-do attitude and able to work under pressure
  • Intermediate competence in Microsoft excel is required

Normal working hours are 37.5 hours per week, on a shift basis: Monday to Thursday between 8:00am and 7:00pm, Friday between 8.00am and 5:30pm with one hour for lunch and alternate Saturdays between 9:00am through to 2:00pm.

Salary: £25,000 - £28,000 dependent on experience, plus performance related bonus (OTE £27,000 - £30.000)

Ref: CCTL

Location RRG Salford Quays
Benefits
Working Hours 37.5
Salary Competitive
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