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Contact Centre Team Leader

About the Role

Inbound customer service contact centre in Worcester is undergoing a significant amount of growth is looking for experienced Team Leaders. The contact centre has 80 FTE’s, with the new Team Leader heading up a team of 14 FTE.

This is an urgent requirement due to growth – so if you are looking to join a very dynamic and obviously growing business apply now!

Main Responsibilities:

The position will require you to lead the team from the front and ensure call quality, KPIs are hit, improve customer service and coach talent through the business.

  • Lead from the front and deliver exceptional customer service
  • Report to the CRM to discuss contact centre performance and support you in developing your team
  • Monitor real time performance to ensure that agreed service level targets are met
  • Work as a team to ensure that targets are achieved
  • Support and work with new initiatives to improve the customer experience
  • Motivate the team and look at training needs
  • Track and monitor performance

Required Skills and Experience:

  • Team Leader experience within a contact centre environment.

Benefits include discretionary bonus based on performance, pension 3%, 24 days holiday + banks, free products, company fun days, gym and onsite parking.

Hours of working M – F 8am – 8pm, Saturday 9 – 5.30pm

For further information please call Lauren on 01905 330792 at Cactus Search.

constantly on the hunt for the best candidates