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Job Opportunity: Contact Centre Team Leader
Salary: up to £28,500 per annum (DOE) + £2,000 on-call bonus and excellent benefits packageLocation: Hybrid - NorwichShift Pattern Options:
- Tuesday - Saturday (Various working shifts available but full flexibility required)
About the RoleAs a Contact Centre Team Leader, you’ll lead a team of Call Handlers, providing them with guidance, mentorship, and operational support to maintain top service levels. You’ll oversee 20+ direct reports and work as part of a larger management team.
Key Responsibilities
- People Management: Motivate the team, promote a positive work environment, and use initiative to resolve challenges.
- Support & Training: Conduct staff appraisals, one-on-ones, performance reviews, and provide training as needed.
- Performance Management: Manage performance and absence processes, from reviews to implementing improvement plans.
- KPI Monitoring: Track KPIs, strategize to meet them, and ensure TSA standards.
- Recruitment & Rota Support: Participate in recruitment, assist in scheduling, and provide 24/7 staff support on a 5-week rotational basis.
- Emergency Handling Support: Learn call handling to assist during peak times or compliance needs.
Perks & Benefits
- 31 days holiday, increasing with service
- Discounts on groceries, holidays, restaurants, and more
- 24/7 Employee Assistance Program
- Family and friends’ discounts on services
- Pension Scheme, up to 3% employer contribution
- Free on-site parking
