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- Tasks: Lead a team of 12 agents, focusing on coaching and performance management.
- Company: Join a supportive company that values diversity and offers career growth.
- Benefits: Enjoy hybrid working, 39 days annual leave, and enhanced maternity/paternity leave.
- Why this job: Great work-life balance with flexible hours and a positive team culture.
- Qualifications: Must have experience managing teams in a contact center and excellent customer service skills.
- Other info: Start on an agency contract with a path to permanent employment.
The predicted salary is between 22000 - 26000 £ per year.
Hybrid working, £26,000 – £30,000 DOE, 39 days annual leave, 35hrs per week for an excellent work life balance. 7hrs shifts per day across Monday – Saturday between 8-6 (on Saturdays the latest you’ll work is 3pm!) Gosforth based, free parking, training for 5 week is office based, thereafter hybrid working if preferred. Start date: Jan 2025 Duties: managing a team of 12 agents coaching and development performance management absence and sickness reviews and management dealing with escalations as required ensuring SLAs are met by managing KPIs carrying out 1:1s with agents Must have: proven experience managing teams in the contact centre environment experience working towards strict regulations coaching and supportive nature excellent customer service skills Initially you’ll start on an agency contract for 6 months, with the view to move to a permanent contract where you will receive the below additional benefits: 39 days annual leave AND 5 paid well-being days career progression Private medical 8% employer pension contribution hybrid working enhanced maternity/paternity (20 weeks full pay!) and many more benefits! Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age
Team Leader - Gosforth (call centre) employer: Search
Contact Detail:
Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader - Gosforth (call centre)
✨Tip Number 1
Familiarize yourself with the key performance indicators (KPIs) relevant to call center operations. Understanding how to manage and meet these KPIs will demonstrate your capability to lead a team effectively.
✨Tip Number 2
Highlight your coaching and development experience in previous roles. Be prepared to discuss specific examples of how you've successfully supported team members in their growth and performance.
✨Tip Number 3
Research the company culture and values of StudySmarter. Being able to align your management style with our ethos will show that you are a great fit for the team.
✨Tip Number 4
Prepare to discuss your approach to handling escalations and difficult situations. Providing clear examples of your problem-solving skills will be crucial in showcasing your leadership abilities.
We think you need these skills to ace Team Leader - Gosforth (call centre)
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasize your proven experience in managing teams within a contact centre environment. Use specific examples that showcase your ability to coach and develop team members.
Demonstrate Customer Service Skills: Clearly illustrate your excellent customer service skills in your application. Provide examples of how you've handled escalations and ensured SLAs are met in previous roles.
Showcase Your Coaching Style: Describe your coaching and supportive nature in your application. Mention any specific methods or strategies you use to motivate and develop your team, as this is crucial for the role.
Tailor Your Application: Customize your CV and cover letter to reflect the job description closely. Use keywords from the listing, such as 'performance management' and 'KPI management', to demonstrate your fit for the position.
How to prepare for a job interview at Search
✨Showcase Your Leadership Experience
Make sure to highlight your previous experience managing teams in a contact center environment. Be ready to discuss specific examples of how you've coached and developed team members, as well as how you've handled performance management.
✨Demonstrate Your Customer Service Skills
Prepare to share instances where you provided excellent customer service, especially in challenging situations. This will show that you understand the importance of customer satisfaction in a call center setting.
✨Understand KPIs and SLAs
Familiarize yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Be prepared to discuss how you have previously managed these metrics to ensure team success.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's culture, team dynamics, and expectations for the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
