Contact Centre Team Leader
West Midlands

About the Role

We are seeking a highly experienced Contact Centre Team Leader for a fast paced organisation.

Hrs - 37.5hrs per week between Mon-Sat 8am - 8pm Rota basis
 
With boundless Care/ Service enthusiasm and a demonstrable background in Contact Centre Management the successful candidate will lead a team of 20 care advisors and will have the following responsibilities:

•Individual 1/1 coaching, Performance Management, of all team and new starters.
•On boarding new care advisors and development planning
•Staff engagement, Compliance, Change Management, Communications & Incentive management.
•The Team Leader will role model behavioural expectations ensure staff are supported, engaged and motivated.
•Individual and team KPI performance, Adherence, Reporting requirements. You will lead staff to achieve relevant team targets, ensure staff are hitting individual targets and expectations and adhering to rosters
•Service Compliance Framework and Business Rules adherence, Data Integrity. The Team Leader will create a positive compliance culture within the service team, ensure a positive customer experience and all staff are following business rules and guidelines.

Required Skills and Experience:
•Managing circa 20 FTE in a contact centre environment
•Analytical background would be highly advantagous
•Ability to develop and mentor a team to successful service SLA's
•Self starter, with the ability to lead from the front

This is a Service post and as such we are only able to consider those individuals who have a customer service/ care management background, from within a Contact centre.




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