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Job Purpose
We are seeking a dynamic and motivated Team Leader to oversee the daily operations of our Contact Centre. In this key role, you will be responsible for driving team performance, ensuring KPIs are met, and fostering a culture of continuous improvement. You will also collaborate with prison contacts to enhance attendance and ensure operational efficiency.
Key Responsibilities
- Lead and Supervise: Oversee daily operations, ensuring the team runs smoothly and efficiently while meeting performance targets.
- Team Development: Provide coaching, training, and mentorship to empower team members to succeed. Conduct regular 1-2-1 performance reviews and develop individual growth plans for all team members.
- Performance Management: Monitor agent performance, provide feedback, and address underperformance proactively. Recognise high performers and create opportunities for advancement.
- Attendance and Absence Management: Ensure sickness and absence levels are managed effectively to minimize operational impact.
- Collaboration and Planning: Work closely with the operational management team to forecast workloads and manage scheduling.
- Call Quality & Service Improvement: Continuously monitor and improve call quality, minimize errors, and enhance overall customer service.
- Team Engagement: Foster a positive work environment that encourages ownership, accountability, and continuous learning. Keep staff morale high and identify training needs as they arise.
- Operational Support: Contribute to the overall success of the contact centre by offering support and guidance to team members, ensuring that key operational objectives are consistently met.
Desired Experience & Skills
- Customer Service & Leadership Experience: At least 1 year of experience in a customer service role, preferably within a retail or contact centre environment.
- Team Management: Experience leading a team, including performance management, coaching, and motivating staff to meet objectives.
- Strong Communication: Ability to provide clear and constructive feedback, and foster positive relationships with both your team and the wider management group.
- Problem-Solving: Proactive in addressing issues, improving processes, and overcoming challenges.
Why Join Us?
- Competitive Salary & Bonus: Enjoy a competitive salary with an opportunity to earn additional bonuses based on performance.
- Work-Life Balance: Monday to Friday schedule, with no weekend work, so you can maintain a healthy work-life balance.
- Career Growth: We are committed to your professional development, offering clear pathways for career progression and skill development.
If you're ready to take on a leadership role and inspire a team to deliver exceptional customer service, we want to hear from you! Apply today to be part of a supportive and high-performing team.
