Contact Centre Team Leader

Contact Centre Team Leader

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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.

We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We are committed to creating an inclusive environment where everyone feels valued and respected. xwzovoh

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