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For Companies At a Glance
- Tasks: Lead and inspire a team to achieve service targets and deliver exceptional customer service.
- Company: Join a dynamic company focused on enhancing customer experiences in Glasgow.
- Benefits: Enjoy a Monday to Friday schedule with opportunities for personal development.
- Why this job: Be part of a motivated team that values collaboration and continuous improvement.
- Qualifications: Leadership experience in customer service or call centre environments is essential.
- Other info: This role offers a chance to make a real impact in a fast-paced setting.
The predicted salary is between 30000 - 42000 £ per year.
We are looking for experienced Team Leaders to play a pivotal role in ensuring the success of our Contact Centre operations. You will manage a team of Contact Centre Agents, providing leadership, support, and guidance to help them meet performance targets and deliver exceptional customer service. The role is Monday - Friday onsite in Glasgow.
Key Responsibilities
- Lead and inspire a team of Contact Centre Agents/Advisors to achieve service targets, deliver outstanding customer service, and maintain brand values.
- Monitor and support team members in their day-to-day tasks, providing feedback, coaching, and development.
- Assist in the training and onboarding of new team members, ensuring they are equipped with the necessary skills to succeed.
- Conduct regular performance reviews and one-on-one meetings with team members to discuss progress and provide constructive feedback.
- Ensure team members are adhering to processes and procedures, maintaining high levels of compliance and customer satisfaction.
- Contribute to the continuous improvement of operational processes and team efficiency.
- Maintain a positive and motivated team environment, promoting teamwork, collaboration, and personal development.
About You – Skills and Experience
- We are looking for a dynamic and motivated individual with leadership experience who thrives in a fast-paced, customer-focused environment.
- If you have a proven track record in managing teams within telecommunications, retail, or customer service, we want to hear from you!
- Previous experience in a Customer Experience leadership or supervisory role within a call centre or customer service environment is essential.
- Strong communication and interpersonal skills, with the ability to motivate and engage a team.
- Excellent problem-solving and decision-making abilities.
- Experience in coaching and developing staff to meet performance goals.
- A proactive and positive approach to managing challenges and driving team success.
- Knowledge of metrics and performance management.
Contact Centre Team Leader employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to contact centres. Understanding these metrics will not only help you in interviews but also demonstrate your commitment to driving team success and improving customer satisfaction.
✨Tip Number 2
Showcase your leadership style by preparing examples of how you've successfully motivated and developed teams in previous roles. Be ready to discuss specific situations where your coaching made a difference in performance or morale.
✨Tip Number 3
Research StudySmarter's values and culture, and think about how your personal values align with them. This will help you articulate why you're a great fit for our team and how you can contribute to maintaining a positive work environment.
✨Tip Number 4
Prepare to discuss your problem-solving skills by thinking of examples where you've tackled challenges in a fast-paced environment. Highlighting your proactive approach will show us that you're ready to handle the dynamic nature of a contact centre.
We think you need these skills to ace Contact Centre Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience and relevant skills in customer service. Use specific examples from your past roles that demonstrate your ability to manage teams and achieve performance targets.
Craft a Compelling Cover Letter: In your cover letter, express your passion for leading teams in a contact centre environment. Mention how your previous experiences align with the responsibilities outlined in the job description, and showcase your problem-solving abilities.
Highlight Relevant Achievements: When detailing your work history, focus on achievements that relate to team management and customer satisfaction. Use metrics where possible to quantify your success, such as improvements in team performance or customer feedback scores.
Prepare for Potential Questions: Anticipate questions related to team leadership and customer service during the interview process. Prepare examples that illustrate your coaching style, how you handle challenges, and your approach to maintaining team motivation.
How to prepare for a job interview at Cactus Search
✨Showcase Your Leadership Skills
Be prepared to discuss your previous leadership experiences. Share specific examples of how you've motivated and inspired your team to achieve targets, as this role heavily relies on effective team management.
✨Demonstrate Customer Service Excellence
Highlight your understanding of exceptional customer service. Be ready to provide examples of how you've handled challenging customer situations and how you ensured your team maintained high service standards.
✨Prepare for Performance Management Questions
Expect questions about performance reviews and coaching. Think of instances where you've successfully developed team members and improved their performance, as this is crucial for the role.
✨Emphasise Team Collaboration
Discuss how you foster a positive team environment. Share strategies you've used to promote teamwork and collaboration, as maintaining morale and motivation is key in a contact centre setting.
