At a Glance
- Tasks: Lead and support a dynamic team in a fast-paced customer service environment.
- Company: Join a supportive company that values leadership and development.
- Benefits: Competitive salary, bonus opportunities, and ongoing manager training.
- Other info: Flexible working hours and a chance to build your leadership career.
- Why this job: Make a real impact by mentoring and developing your team.
- Qualifications: People management experience is essential; call centre experience not required.
The predicted salary is between 26900 - 26900 £ per year.
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Are you a people-focused leader who knows how to bring out the best in others? We’re looking for a Team Manager to lead, support, and develop a team in a fast-paced customer service environment. This is a great opportunity for someone with management experience, but we’re also open to candidates who have worked as a Supervisor or have had temporary people management responsibility. You don’t need previous call centre experience — if you have a strong background in leading, coaching, and motivating people, we’d love to hear from you.
What you’ll be doing:
- Leading and supporting your team
- Manage day-to-day team performance
- Oversee attendance, productivity, and quality
- Make sure policies and procedures are followed
- Keep the team focused on delivering great customer outcomes
- Coach and develop people
- Provide regular feedback and weekly coaching
- Help team members improve performance and build confidence
- Create action plans where needed to support development
- Drive results
- Monitor performance against KPIs and service expectations
- Communicate goals clearly and keep the team updated
- Handle escalated customer issues and support problem-solving
- Create a positive team culture
- Run team meetings and share important updates
- Organise team activities and encourage open communication
- Act as a role model for company values and champion your people
What we’re looking for:
- People management experience is essential
- This could be in a formal management role
- We’ll also consider applicants with supervisory experience or those who have managed a team on a temporary basis
- Industry background is flexible
- You do not need call centre experience
- What matters most is your ability to lead, coach, and support a team
Key strengths:
- Strong communication skills, both written and verbal
- Ability to work well under pressure and see tasks through to completion
- Confident in prioritising, multi-tasking, and meeting deadlines
- Passion for mentoring and developing others
- Flexible approach to working hours
Why join us?
- Competitive package £26,900 salary
- Bonus opportunity of up to £1,300 monthly
- Development opportunity
- Ongoing support and manager development training
- A chance to build your leadership career in a supportive environment
- We value transferable leadership skills
- If you’ve led people successfully in another setting, we want to hear from you
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Team Leader in Larbert employer: CNX
At Concentrix, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters growth and development for our Team Leaders. Located in the vibrant area of Manchester-Bredbury, we provide comprehensive training and support, ensuring our leaders are equipped to inspire their teams while achieving performance metrics. With a strong emphasis on employee well-being and a commitment to promoting from within, Concentrix is the ideal place for those seeking a meaningful and rewarding career in operations management.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader in Larbert
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CNX. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CNX before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Leader in Larbert
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CNX:Your cover letter is your chance to shine! Tell us why you want to work at CNX specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CNX!
How to prepare for a job interview at CNX
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
