Contact Centre Team Leader

Job Title – Contact Centre Team Leader

Salary - £26,000 – OTE £31,400

Monday to Friday 09:00-17:00/11:00-19:00 rotating weekly – Two Saturdays per month (09:30-16:30)

Full time permanent contract

Location – Droitwich

We are recruiting for a Contact Centre Team Leader on behalf of our client, to join the team based in their Droitwich office. The ideal candidate will have at least 1 year team leader/supervisor experience within a call centre environment. A strong character is required to provide 1 to 1 support to the team, as well as monitoring KPI’s and SLA’s.

Key Responsibilities:

• Inspire, lead and motivate your team to achieve targets with creative incentives
• Drive excellence and ensure outstanding customer service across all interactions
• Develop talent and oversee HR processes, including regular training and team development plans
• Monitor performance and analyse call data and implement improvements with telemarketers
• Ensure compliance and conduct weekly and monthly call reviews and refine training materials as needed
• Collaborate, communicate and lead workshops, team meetings, and assist with cross-product inquiries
• Champion Best Practices, ensuring adherence to company policies and processes

The Ideal Candidate:

• Exceptional organisational skills and a keen eye for detail
• Proven experience in leading or mentoring a team in a Contact Centre environment
• Proficiency in CRM systems and IT tools
• Strong interpersonal and communication abilities
• A proactive and problem-solving mindset with a passion for delivering excellence

Why join the team:

• Innovative Impact: Join a company dedicated to creating life-changing mobility solutions
• Team Excellence: Work alongside a passionate and collaborative team
• Professional Growth: Benefit from ongoing training and career development opportunities
• Vibrant Culture: Experience a supportive workplace that values its people

Company Benefits:

• Canteen
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free on site parking
• Health & wellbeing programme
• Referral programme

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