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- Tasks: Lead and inspire a team to deliver top-notch customer service in a dynamic contact centre.
- Company: Join a forward-thinking company that values teamwork and inclusivity.
- Benefits: Competitive salary, flexible hours, and opportunities for personal growth.
- Other info: Embrace a supportive environment with a focus on career progression.
- Why this job: Make a real difference by coaching and developing a passionate team.
- Qualifications: Experience in a contact centre leadership role and strong people skills.
The predicted salary is between 26000 - 28000 £ per year.
Location: Middlewich
Salary: £26,000 - £28,000
Hours: Full-time, Monday to Friday 8am - 8pm, Saturday 8am - 1pm (shift flexibility may be required) - 37.5 Hours a Week
Overview
The Contact Centre Team Leader will be responsible for managing a team of advisors, ensuring performance targets are met while maintaining a high standard of customer service. They will act as the link between senior management and the contact centre team, supporting day-to-day operations and driving team performance.
Key Responsibilities
- Lead, coach and support a team of contact centre advisors
- Monitor performance against KPIs including call handling, quality and productivity
- Conduct regular 1-2-1s, performance reviews and coaching sessions
- Handle escalated customer queries and complaints
- Support onboarding and training of new team members
- Maintain high standards of customer service across all interactions
- Analyse performance data and identify areas for improvement
- Work closely with management to improve processes and efficiency
- Manage rota planning, attendance and absence
Skills and Experience
- Previous experience in a contact centre team leader or senior advisor role
- Strong people management and coaching ability
- Experience working to KPIs and performance targets
- Confident managing challenging conversations with staff and customers
- Strong organisational skills and attention to detail
- Clear and professional communication skills
- Ability to motivate and develop a team
We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We are committed to creating an inclusive environment where everyone feels valued and respected.
Locations
Contact Centre Team Leader in Cheshire, Warrington employer: JDR Recruitment Limited
Contact Detail:
JDR Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader in Cheshire, Warrington
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the company’s values and work environment. This will help you tailor your answers and show that you’re a great fit for their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. The more comfortable you are with your responses, the more confident you’ll feel during the actual interview.
✨Tip Number 3
Show off your leadership skills! As a Contact Centre Team Leader, you’ll need to demonstrate your ability to manage and motivate a team. Be ready to share examples of how you’ve successfully led teams in the past.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates.
We think you need these skills to ace Contact Centre Team Leader in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your previous contact centre experience and any leadership roles you've held. We want to see how you can lead and motivate a team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Contact Centre Team Leader role. Share specific examples of how you've met KPIs or handled challenging situations in the past.
Showcase Your People Skills: Since this role involves managing a team, make sure to highlight your people management skills. Talk about your coaching experience and how you've supported team members in achieving their goals. We love to see strong communication skills!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at JDR Recruitment Limited
✨Know Your Stuff
Before the interview, make sure you understand the key responsibilities of a Contact Centre Team Leader. Brush up on your knowledge of KPIs, performance management, and customer service standards. This will help you answer questions confidently and show that you're serious about the role.
✨Showcase Your Leadership Skills
Be ready to discuss your previous experience in managing teams. Prepare examples of how you've led, coached, and supported team members in the past. Highlight any specific achievements related to improving performance or customer satisfaction to demonstrate your capability.
✨Prepare for Challenging Conversations
As a team leader, you'll need to handle escalated queries and difficult conversations. Think of scenarios where you've successfully managed such situations and be prepared to share these stories. This will show your potential employer that you can maintain professionalism under pressure.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team's current challenges, the company culture, or how success is measured in the role. This not only shows your interest but also helps you gauge if the company is the right fit for you.