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- Tasks: Lead a dynamic team, coach agents, and drive performance in a fast-paced environment.
- Company: Join a supportive company that values wellbeing and growth.
- Benefits: Competitive salary, OTE, and great benefits including career development.
- Why this job: Shape team culture and make a real impact on operational success.
- Qualifications: Experience in team management and a passion for coaching others.
- Other info: Opportunity for continuous improvement and personal development.
The predicted salary is between 30000 - 35000 £ per year.
We’re looking for an experienced and inspiring Senior Team Leader to help drive performance, elevate customer experience, and create a positive, supportive team culture. If you’re passionate about coaching others, leading from the front, and influencing operational success, this role is for you.
As a Senior Team Leader, you’ll provide day-to-day leadership to a small but high-performing operational unit. You’ll support and develop a Team Leader, coach frontline agents, and act as a crucial link between operational teams and senior management. Your leadership will help create structure, consistency, and a motivated team environment.
Key Responsibilities for this Senior Sales Contact Centre Team Leader- Leadership & People Management
- Provide daily guidance and leadership to the Team Leader and agents.
- Carry out regular 1:1s, supporting performance, wellbeing, and development.
- Role model fairness, professionalism, and consistent behaviours.
- Support both TL and agents with attendance, conduct, and performance matters.
- Coaching & Development
- Coach the Team Leader on leadership capability, coaching quality, and people management.
- Support agents through call listening, side-by-side coaching, and skills development.
- Identify training needs and produce development plans.
- Ensure accurate and consistent coaching documentation.
- Operational Excellence
- Oversee daily KPIs including conversion, quality, productivity, and attendance.
- Manage real-time performance, queues, and workflow throughout the day.
- Allocate tasks, breaks, and skill resources to protect service levels.
- Provide hands-on customer support during busy periods.
- Quality & Compliance
- Ensure processes, scripts, and compliance requirements are met.
- Work with the Team Leader to complete audits and implement quality action plans.
- Tackle recurring quality issues through coaching or refresher training.
- Communication & Stakeholder Engagement
- Act as a key link between frontline teams and senior leadership.
- Communicate business updates, changes, and priorities clearly.
- Provide feedback upward on risks, successes, and operational needs.
- Partner with L&D, QA, and other support teams.
- Performance Management
- Track performance trends across daily, weekly, and monthly metrics.
- Support and lead performance improvement plans where needed.
- Proactively address issues before they impact results.
- Wellbeing & Team Culture
- Promote a supportive, positive environment focused on wellbeing and success.
- Recognise early signs of stress or burnout and take appropriate action.
- Encourage team recognition, appreciation, and open communication.
- Continuous Improvement
- Identify process gaps or customer pain points and lead improvement initiatives.
- Collaborate with the TL and agents to develop improvement ideas.
- Support pilot activity and new process rollouts.
- Absence, Conduct & ER Support
- Lead return-to-work meetings, welfare checks, and absence documentation.
- Support conduct investigations and ensure policies are applied consistently.
- Provide guidance on complex ER situations.
Who We’re Looking For a Senior Sales Contact Centre Team Leader
- A confident leader with experience managing operational teams.
- Strong coaching ability with a passion for developing others.
- A calm, structured, solutions-focused approach.
- High standards for customer experience, performance, and quality.
- Someone who thrives in a fast-paced environment and leads by example.
Why Join Us as a Senior Sales Contact Centre Team Leader?
- Opportunity to shape team culture and develop leadership capability in others.
- A supportive environment that values wellbeing and continuous growth.
- The chance to make a real impact on operational success.
Sales Call Centre Team Manager in Manchester employer: CCA Recruitment Group
Contact Detail:
CCA Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sales Call Centre Team Manager in Manchester
✨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 successfully coached a team or improved performance. We want to hear about your impact, so be ready to share those moments that showcase your skills.
✨Tip Number 3
Don’t forget to ask questions during your interview! It shows you're genuinely interested in the role and the company. Ask about their approach to team culture or how they support development – it’ll make you stand out!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace Sales Call Centre Team Manager in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Sales Contact Centre Team Leader role. Highlight your leadership experience and any coaching roles you've had, as we want to see how you can inspire and develop others.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about leading teams and improving customer experiences. Share specific examples of how you've driven performance in previous roles.
Showcase Your Coaching Skills: Since this role involves a lot of coaching and development, make sure to include examples of how you've successfully coached others in the past. We love to see how you've helped team members grow and succeed!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to showcase your application in the best light!
How to prepare for a job interview at CCA Recruitment Group
✨Know Your Leadership Style
Before the interview, reflect on your leadership style and how it aligns with the company's values. Be ready to share specific examples of how you've successfully led teams in the past, especially in a contact centre environment.
✨Showcase Your Coaching Skills
Prepare to discuss your coaching techniques and how you've developed team members. Think of instances where your coaching has directly improved performance or morale, and be ready to explain your approach to identifying training needs.
✨Understand Operational Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to a sales contact centre. Be prepared to talk about how you’ve managed these metrics in previous roles and how you plan to ensure operational excellence in this new position.
✨Emphasise Team Culture and Wellbeing
Think about how you can contribute to a positive team culture. Be ready to discuss strategies you've used to promote wellbeing and recognition within your teams, as well as how you handle stress and burnout among team members.
