At Pertemps,
The average salary for:
Contact Centre Team Leader
in
West Midlands
is
£32,106
Salary Ranges for this role
Recommended Jobs
Pertemps
£29,270 Per Annum
Full Time, Permanent
Tamworth, Staffordshire
Ref 063106349
Posted 22 days ago
Avg Salary
Job Description
A Contact Centre Team Leader is responsible for overseeing the daily operations of a contact centre team, ensuring efficient and effective customer interactions. This role involves leading a team of customer service representatives, managing workflows, and contributing to the overall success of the contact centre.
Qualifications
There are no pre-set entry requirements. Candidates are recruited with a variety of academic qualifications and/or relevant experience. Specialist qualifications may be required for work within certain sectors.
Tasks
- Lead and inspire a team of contact centre representatives..
- Provide coaching, training, and support to enhance individual and team performance..
- Oversee daily contact centre operations, including call handling, email responses, and other customer interactions..
- Monitor team performance against key performance indicators (KPIs)..
- Handle escalated customer issues and complex queries, ensuring timely and satisfactory resolutions..
- Collaborate with team members to address challenging cases..
- Conduct regular quality assessments of customer interactions to ensure service excellence..
- Provide feedback and coaching to improve individual and team performance..
- Coordinate and conduct training sessions for new and existing team members..
- Identify skill gaps and implement development plans..
- Prepare and analyse performance reports, highlighting key metrics and areas for improvement..
- Report on customer satisfaction trends and team achievements..
- Contribute to the development and improvement of contact centre processes..
- Implement initiatives to enhance efficiency and customer satisfaction..
- Foster open communication within the team and with other departments..
- Disseminate important information, updates, and changes effectively..
- Collaborate with other team leaders, supervisors, and managers to address cross-functional issues and improve overall customer experience..
- Actively participate in meetings and share insights for continuous improvement..
- Ensure team adherence to company policies, procedures, and compliance standards..
- Uphold ethical standards and maintain a positive team culture..
Salaries from this search have been calculated using current and historical roles, which have been advertised with Pertemps in the last 2 years. Data is updated in real time as jobs are posted, and the search results calculate averages of all job posts that fit the role category.
Salary comparison results are intended as a rough guide only. Actual salaries may vary based on qualifications, experience, location and company type. Salary figures do not include bonuses or benefits.
We do not collect your salary information, this is only used for the page to provide you with enhanced information. Weekly pay is calculated by dividing the annual salary by 48 working weeks.