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- Tasks: Lead a dynamic team in a high-volume contact centre, focusing on call handling and operational efficiency.
- Company: BCA is Europe's leading vehicle remarketing company, part of the innovative Constellation Automotive Group.
- Benefits: Enjoy a competitive salary, 25 days annual leave, and opportunities for career progression.
- Why this job: Join a fast-paced, people-first environment where your leadership directly impacts customer satisfaction.
- Qualifications: Experience in managing contact centre operations with strong analytical and communication skills required.
- Other info: This is a permanent role based in Solihull, Birmingham, with a Monday to Friday schedule.
The predicted salary is between 26400 - 39600 £ per year.
About BCA
BCA is the leading name in Europe's vehicle remarketing industry, proudly part of the Constellation Automotive Group family, which includes well-known brands such as cinch and WeBuyAnyCar.com. We are in an exciting phase of exponential growth, driven by a key digital transformation journey. Through strategic acquisitions, simplification, and relentless innovation, BCA is set to accelerate its growth, supported by industry-leading technology. We boast a nationwide team of logistics and inspection professionals and offer a comprehensive range of integrated services to support our customers throughout the entire fleet management process.
Role Overview
We are seeking a driven and experienced Operations Team Leader to lead one of our four Operational Circuit Teams. Operating much like a high-volume contact centre, our teams coordinate daily with hundreds of professional drivers across the UK. This is not just about logistics—it’s about leadership in a fast-paced, communication-heavy environment.
The successful candidate will bring proven experience in managing contact centre operations, with a strong focus on call handling performance, KPI management, and operational efficiency. You’ll be accountable for improving call response times, driving down call waiting metrics, and delivering consistent service quality across your team. This role suits a confident, analytical, and highly organised individual who thrives in a people-first, target-driven setting.
Key Responsibilities
- Lead a high-performing team within a logistics coordination environment, operating as a contact centre handling a high volume of inbound driver calls daily.
- Drive improvements in key call centre metrics such as average wait time, call abandonment rates, first-call resolution, and overall service levels.
- Monitor real-time performance and coach team members to ensure consistent achievement of individual and team KPIs.
- Utilise workforce management tools and systems to forecast demand and schedule team resource effectively.
- Structure and develop your team to ensure optimal resource allocation and operational coverage.
- Motivate, coach, and support your team to achieve high levels of performance and service delivery.
- Conduct performance reviews and lead from the front to drive engagement, development, and accountability.
- Continually review and refine processes to improve response times and service delivery, reducing inefficiencies in the call flow and coordination systems.
- Ensure your team adheres to established procedures, quality standards, and compliance expectations.
- Liaise closely with driver operations teams to support the timely coordination and execution of tasks.
- Maintain exceptional internal and external customer communication standards, ensuring professionalism, clarity, and consistency across all contact points.
What We’re Looking For
- Demonstrable experience managing a high-volume contact or call centre operation, ideally within a logistics or service-driven environment.
- A results-oriented leader with a proven track record of improving call performance metrics, team engagement, and service standards.
- Strong analytical skills to interpret data, identify trends, and implement performance-driving actions.
- Excellent communication, coaching, and team-building skills.
- Ability to remain calm and effective under pressure in a fast-paced, reactive environment.
Why Join Us?
This is a key leadership role with a direct impact on our operational success and customer satisfaction. You will be joining a forward-thinking, technology-enabled business that values innovation, development, and collaboration. We offer a competitive salary, clear progression opportunities, and the chance to be part of a fast-growing logistics network at the heart of the automotive industry.
Contact Centre Operations Team Leader employer: BCA LOGISTICS LIMITED
Contact Detail:
BCA LOGISTICS LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Operations Team Leader
✨Tip Number 1
Familiarise yourself with the Constellation Automotive Group and its brands, such as cinch and We Buy Any Car. Understanding their operations and values will help you align your experience with their expectations during interviews.
✨Tip Number 2
Highlight your experience in managing high-volume contact centre operations. Be prepared to discuss specific metrics you've improved, such as call response times and service levels, as these are crucial for the role.
✨Tip Number 3
Demonstrate your leadership skills by sharing examples of how you've motivated and developed teams in previous roles. This will show that you can drive performance and engagement within a fast-paced environment.
✨Tip Number 4
Prepare to discuss your analytical skills and how you've used data to make informed decisions in past positions. Being able to interpret trends and implement improvements will be key to succeeding in this role.
We think you need these skills to ace Contact Centre Operations Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in contact centre operations, especially any roles within the Constellation Automotive Group or similar environments. Use specific metrics to demonstrate your achievements.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities and requirements outlined in the job description. Emphasise your leadership skills, experience with KPIs, and ability to improve call handling performance.
Highlight Relevant Skills: In your application, focus on skills that are crucial for the role, such as team management, operational efficiency, and communication. Provide examples of how you've successfully led teams and improved service delivery.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at BCA LOGISTICS LIMITED
✨Show Your Leadership Skills
As a Contact Centre Operations Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in high-pressure environments, focusing on your coaching and motivational techniques.
✨Know the Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to contact centre operations. Be ready to discuss how you've improved metrics like call response times and service levels in your previous roles.
✨Emphasise Communication Skills
Effective communication is vital in this role. Prepare to showcase your ability to maintain professionalism and clarity in both internal and external communications, especially under pressure.
✨Research BCA and Its Values
Understanding BCA's mission and values will help you align your answers with what they are looking for. Highlight your enthusiasm for their digital transformation journey and how you can contribute to their growth.
