At a Glance
- Tasks: Lead and inspire a team of contact centre advisors to deliver exceptional customer service.
- Company: Join a dynamic company committed to inclusivity and team development.
- Benefits: Competitive salary, full-time hours, and opportunities for personal growth.
- Other info: Flexible shifts and a supportive work environment await you.
- Why this job: Make a real impact by driving team performance and enhancing customer experiences.
- Qualifications: Experience in a contact centre leadership role and strong coaching 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.
Contact Centre Team Leader in Middlewich employer: JDR Recruitment Limited
At JDR, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work environment in Middlewich. Our commitment to employee growth is reflected in our comprehensive training programmes and regular performance reviews, ensuring that every team member has the opportunity to excel. With a focus on inclusivity and a strong team culture, we foster a workplace where everyone feels valued and empowered to contribute to our success.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader in Middlewich
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, or join online forums. You never know who might have the inside scoop on a job opening that’s perfect for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to team leadership and customer service. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've led teams and met KPIs in the past. This will help you stand out as a candidate who can drive performance and maintain high standards.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Contact Centre Team Leader in Middlewich
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in managing teams and meeting KPIs. We want to see how you've led others and achieved targets, so don’t hold back on those achievements!
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 supported teams and improved performance.
Show Off Your People Skills:In your application, emphasise your people management skills. We’re looking for someone who can handle challenging conversations and motivate a team, so give us the goods on your coaching experiences!
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’s super easy!
How to prepare for a job interview at JDR Recruitment Limited
✨Know Your Stuff
Before the interview, make sure you understand the role of a Contact Centre Team Leader inside out. Familiarise yourself with key responsibilities like managing performance against KPIs and handling escalated customer queries. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Be ready to discuss your previous experience in leading teams. Prepare examples of how you've coached team members or handled challenging conversations. Highlighting your people management skills will demonstrate that you can motivate and develop a team effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about situations where you've had to analyse performance data or improve processes. Practising these scenarios will help you articulate your thought process and decision-making skills during the interview.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the company culture, team dynamics, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
