Contact Centre Team Leader

Contact Centre Team Leader

Location: Middlewich
Salary: £26,000 – £28,000
Hours: Full-time, Monday to Friday 8am – 8pm, Saturday 8am – 1pm (shift flexibility may be required) – 37.5 Hours a Week

Overview

The Contact Centre Team Leader will be responsible for managing a team of advisors, ensuring performance targets are met while maintaining a high standard of customer service. They will act as the link between senior management and the contact centre team, supporting day-to-day operations and driving team performance.

Key Responsibilities

• Lead, coach and support a team of contact centre advisors
• Monitor performance against KPIs including call handling, quality and productivity
• Conduct regular 1-2-1s, performance reviews and coaching sessions
• Handle escalated customer queries and complaints
• Support onboarding and training of new team members
• Maintain high standards of customer service across all interactions
• Analyse performance data and identify areas for improvement
• Work closely with management to improve processes and efficiency
• Manage rota planning, attendance and absence

Skills and Experience

• Previous experience in a contact centre team leader or senior advisor role
• Strong people management and coaching ability
• Experience working to KPIs and performance targets
• Confident managing challenging conversations with staff and customers
• Strong organisational skills and attention to detail
• Clear and professional communication skills
• Ability to motivate and develop a team

JDRCC
JDR is acting as an Employment Agency in relation to this vacancy.