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- Tasks: Lead and develop a team of Customer Advisors to achieve targets and deliver top-notch service.
- Company: HRGO is a dynamic recruitment agency connecting talent with opportunities in Liverpool.
- Benefits: Enjoy a Monday to Friday schedule, fostering work-life balance and professional growth.
- Why this job: Join a supportive culture focused on coaching and employee engagement while making a real impact.
- Qualifications: Strong leadership skills, experience in contact centres, and proficiency in Microsoft packages required.
- Other info: This role offers a chance to enhance your management skills in a vibrant environment.
The predicted salary is between 28800 - 43200 £ per year.
HRGO are recruiting experienced Contact Centre Team Leaders for our client based in Liverpool.
Role Overview:
You will be responsible for leading, supporting, coaching and developing a team of Customer Advisors to meet targets through the management of KPI\’s and ensure the needs of customers are consistently met and the highest possible level of service is delivered.
Shifts: Monday- Friday 9am to 5.30pm
Responsibilities:
- To deliver excellent customer service through driving individual team member performance, through coaching, call evaluation and feedback sessions
- Maintaining and improving departmental performance, to meet the requirements of the business, meeting daily and weekly targets
- Identify training development needs and coach and develop the team to deliver to the best of their potential
- Liaise with other departments within the business and work with key stakeholders to address policy and procedure improvements
- Work within regulatory and GDPR data protection requirements
- Act as an escalation point for queries, complaints and issues
- Drive Employee Engagement programme and show commitment to values and behaviours
Skills and Experience:
- Excellent interpersonal skills with the ability to adapt communication styles to the audience
- Strong leadership and management skills with a professional approach to team management
- Ability to work as part of a team with a supportive, can-do attitude
- Organised and methodical with an excellent level of attention to detail
- Ability to work with sensitive information, maintaining confidentiality and acting with discretion
- Proficient in the use of Microsoft packages
- Experience managing a team in a contact centre environment
If you are looking for a new and exciting Contact Centre opportunity, then this is the perfect role for you!
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Contact Centre Team Leader employer: HR GO Recruitment
Contact Detail:
HR GO Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader
✨Tip Number 1
Familiarise yourself with the latest trends in customer service and contact centre management. This knowledge will not only help you during interviews but also demonstrate your commitment to staying updated in the field.
✨Tip Number 2
Prepare specific examples of how you've successfully led a team in a contact centre environment. Highlight your achievements in meeting KPIs and improving team performance, as these are key aspects of the role.
✨Tip Number 3
Network with current or former employees of the company. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
✨Tip Number 4
Demonstrate your leadership style during any interactions with the hiring team. Show that you can adapt your communication to different audiences and that you have a supportive, can-do attitude, which is essential for this 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 relevant experience in contact centre management. Emphasise your leadership skills, ability to meet KPIs, and any specific achievements in previous roles that demonstrate your capability to lead a team effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully coached teams, improved performance, or handled customer service challenges in the past.
Highlight Relevant Skills: Clearly outline your interpersonal and communication skills, as well as your proficiency with Microsoft packages. Provide examples of how you've adapted your communication style to different audiences or situations.
Showcase Leadership Experience: Detail your experience in managing teams, particularly in a contact centre environment. Discuss your approach to employee engagement and how you've driven performance through coaching and feedback.
How to prepare for a job interview at HR GO Recruitment
✨Showcase Your Leadership Skills
As a Contact Centre Team Leader, your ability to lead and motivate a team is crucial. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching techniques and how you’ve driven performance.
✨Demonstrate Customer Service Excellence
Be ready to discuss specific instances where you delivered exceptional customer service. Highlight your approach to handling complaints and queries, as well as how you ensure your team meets customer needs effectively.
✨Familiarise Yourself with KPIs
Understand the key performance indicators relevant to contact centres. Be prepared to talk about how you have used KPIs to improve team performance and meet business objectives in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Think of scenarios where you had to address team challenges or improve processes, and be ready to explain your thought process and outcomes.
