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- Tasks: Lead a team, manage performance, and ensure top-notch service in a dynamic call center.
- Company: Join a vibrant company in Norwich that values teamwork and employee growth.
- Benefits: Enjoy 31 days of holiday, discounts, a pension scheme, and free parking!
- Why this job: Be part of a supportive culture where your leadership can make a real impact.
- Qualifications: Looking for motivated leaders with experience in team management and customer service.
- Other info: Hybrid work model with one week of on-call support every five weeks.
The predicted salary is between 18000 - 42000 £ per year.
Position: Team Leader Salary: paying up to £30,000 plus on top bonus Location: Hybrid – Norwich Benefits: 31 days of holiday (rising with tenure) Discounts on a variety of services and products 24/7 employee assistance program Pension scheme (up to 3% employer contribution) Free on-site parking Role Overview: The Team Leader oversees a team, supporting Call Handlers and ensuring excellent service. Responsibilities include performance management, KPI monitoring, recruitment, scheduling, and staff training. This role involves one week of on-call support every five weeks, assisting with both team operations and high call volumes when needed. Key Responsibilities: Team Leadership: Promote a positive work environment, motivate team members, manage performance and absence. Operational Oversight: Monitor KPIs, ensure compliance with TSA standards, and assist with staffing and cost management. Support & Development: Conduct appraisals, create improvement plans, and provide training. Call Handling Support: Step in during high volumes or emergencies to support call handling. TPBN1_UKTJ
Contact Centre Team leader employer: CCR RECRUITMENT SERVICES LTD
Contact Detail:
CCR RECRUITMENT SERVICES LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team leader
✨Tip Number 1
Familiarize yourself with the key performance indicators (KPIs) relevant to a contact centre. Understanding these metrics will help you demonstrate your ability to monitor and improve team performance during the interview.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've motivated teams in the past. Be ready to discuss specific situations where you successfully managed performance or resolved conflicts.
✨Tip Number 3
Research the company culture at StudySmarter and think about how you can contribute to a positive work environment. Highlight any experience you have in fostering team spirit and collaboration.
✨Tip Number 4
Be prepared to discuss your approach to training and development. Think of strategies you've used to upskill team members and how you can implement similar practices at StudySmarter.
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 relevant experience in team leadership and call center operations. Use specific examples that demonstrate your ability to manage performance, support staff, and handle high-pressure situations.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your skills align with the responsibilities outlined in the job description, particularly in areas like KPI monitoring and staff training.
Showcase Leadership Skills: Emphasize your leadership style and how you promote a positive work environment. Provide examples of how you've motivated teams and managed performance in previous roles.
Prepare for Potential Questions: Anticipate questions related to team management and operational oversight. Be ready to discuss your approach to handling high call volumes and your experience with performance management and staff development.
How to prepare for a job interview at CCR RECRUITMENT SERVICES LTD
✨Show Your Leadership Skills
As a Team Leader, it's crucial to demonstrate your leadership abilities. Share specific examples of how you've motivated a team, managed performance, or handled conflicts in the past.
✨Understand KPI Metrics
Familiarize yourself with key performance indicators relevant to the contact center industry. Be prepared to discuss how you have monitored and improved KPIs in previous roles.
✨Highlight Your Training Experience
Since staff training is a significant part of the role, be ready to talk about your experience in developing training programs or conducting appraisals. Provide examples of how your training has led to improved team performance.
✨Prepare for Operational Scenarios
Think about potential high-volume call scenarios and how you would manage them. Discuss your approach to operational oversight and how you would ensure compliance with standards during busy periods.
