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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 Contact Centre focused on delivering outstanding customer experiences.
- Benefits: Enjoy a Monday to Friday schedule with opportunities for personal development and team collaboration.
- Why this job: Be part of a motivated team that values growth, teamwork, and customer satisfaction.
- Qualifications: Experience in leadership roles within customer service or call centres is essential.
- Other info: This role is based onsite in Glasgow, fostering a vibrant team environment.
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.
- 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 help you demonstrate your ability to manage and improve team performance during interviews.
✨Tip Number 2
Prepare examples of how you've successfully led teams in previous roles. Be ready to discuss specific challenges you faced, the strategies you implemented, and the outcomes achieved to showcase your leadership skills.
✨Tip Number 3
Research StudySmarter's company culture and values. Tailoring your conversation to align with our mission and demonstrating how you can contribute to our positive team environment will make a strong impression.
✨Tip Number 4
Network with current or former employees of StudySmarter if possible. Gaining insights into their experiences can provide you with valuable information to discuss during your interview and show your genuine interest in the role.
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 any relevant roles in customer service or contact centres. Use specific examples that demonstrate your ability to manage teams and achieve performance targets.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and team leadership. Mention how your skills align with the job requirements and provide examples of how you've successfully led teams in the past.
Highlight Relevant Skills: When detailing your experience, focus on skills such as communication, problem-solving, and coaching. Use metrics to showcase your achievements, like improvements in team performance or customer satisfaction scores.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a leadership role.
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. Prepare to discuss scenarios where you successfully resolved customer issues or improved service delivery, as this will resonate well with the interviewers.
✨Prepare for Performance Management Questions
Expect questions about how you monitor and support team performance. Be ready to explain your approach to conducting performance reviews and providing constructive feedback to help team members grow.
✨Emphasise Team Development
Discuss your experience in training and onboarding new staff. Share your strategies for developing team members' skills and ensuring they meet performance goals, as this is crucial for the role.
