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- Tasks: Lead and inspire a dynamic call centre team to achieve success and improve performance.
- Company: Join a forward-thinking company in Wythenshawe with a focus on growth and development.
- Benefits: Competitive salary, benefits package, and opportunities for personal development.
- Other info: Enjoy a vibrant work environment with rotating shifts and a focus on team success.
- Why this job: Make a real impact by coaching and motivating a team to deliver exceptional customer experiences.
- Qualifications: Proven leadership experience in a contact centre and strong analytical skills.
The predicted salary is between 30000 - 33000 £ per year.
Role: Call Centre Team Leader
Location: Wythenshawe (office based)
Term: Full Time, Permanent
Contract: 40 hours per week Mon-Sun rotating shifts
Hours: 8am-4pm/10am-6pm/12pm-8pm (rotating weekly shifts), 1 in 4 weekends
Salary: £30,000 - £33,000 DOE + benefits
CCA Recruitment are excited to be recruiting for a Call Centre Team Leader to join a client based in Wythenshawe M22. The ideal candidate will be someone who can inspire and motivate a team of contact centre professionals supporting ambition and building on motivation. The ability to identify training needs to improve performance and most importantly to have a solid understanding of contact centre methodologies which you can draw on to coach and develop your team. This will be a role that delivers growth through improved skills and behaviours of the team.
Role duties of the Call Centre Team Leader:
- Build and deliver success plans for the team
- Evaluate performance throughout the shift and current period to identify improvements and develop/deliver plans to achieve all objectives and KPI’s
- Continually assess the skill levels of the team, implementing remedial plans to enable success
- Support personal development planning
- Inspire teams with creative engagement and effective use of leadership tools to influence performance and create a high energy and motivated work environment
- Individual coaching sessions for excellence
- Identify and address barriers to success with individuals and the collective team
- Collate and track analysis of effectiveness, customer experience and skill levels. Present back tracking to plan, further initiatives to achieve.
- Contribute to operational action plans and initiatives including process and system improvements
- Articulate in providing reporting and analysis of the teams performance
- Effective management of competencies for both self and the team
- Deliver a fantastic customer experience through all interactions from self and the team
Experience required for this Call Centre Team Leader:
- Evidence leading a contact centre team to success
- Experience of delivering against metrics
- Experience of positively influencing growth and improvement with individuals
- Experience of different sales and coaching methodology
- Attention to detail
- Proven track record of analytical and reporting skills
- Excellent time and task management
Please follow the link to apply for this Call Centre Team Leader role based in Wythenshawe.
Call Center Team Lead employer: CCA Recruitment Group
Contact Detail:
CCA Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Center Team Lead
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they engage with their team and customers. This will help you tailor your answers and show that you're a great fit for their vibe.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've inspired or motivated a team. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them memorable.
✨Tip Number 3
Don’t just focus on your achievements; be ready to discuss how you’ve helped others grow. Talk about coaching sessions or training plans you've implemented. This shows you’re not just a leader but a mentor too!
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and really interested in the role. Let’s get you that Call Centre Team Leader position!
We think you need these skills to ace Call Center Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Call Centre Team Leader role. Highlight your leadership experience and any metrics you've achieved in previous roles to show us you're the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about leading a team and how you can inspire others. Be specific about your achievements and how they relate to the job description.
Showcase Your Analytical Skills: Since the role involves tracking performance and reporting, make sure to mention any relevant analytical skills or tools you’ve used in the past. We want to see how you can contribute to our team's success!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves!
How to prepare for a job interview at CCA Recruitment Group
✨Know Your Metrics
Before the interview, brush up on key performance indicators (KPIs) relevant to call centres. Be ready to discuss how you've previously met or exceeded these metrics and how you plan to do so in this role.
✨Showcase Your Leadership Style
Prepare examples of how you've inspired and motivated your team in the past. Think about specific situations where your leadership made a difference, and be ready to share these stories during the interview.
✨Understand Coaching Methodologies
Familiarise yourself with different coaching techniques and methodologies. Be prepared to discuss how you would identify training needs and implement plans to improve team performance based on these methods.
✨Engage with Enthusiasm
During the interview, demonstrate your passion for leading a team and delivering excellent customer service. Use positive language and show that you're excited about the opportunity to create a high-energy work environment.