We are looking for a confident communicator who thrives on problem-solving, decision-making, and motivating others. As a Team Leader in our busy Contact Centre, you will play a key role in the day-to-day running of our Service Centre operations. You'll support, guide, and inspire a team of associates while ensuring the department achieves its KPIs and delivers exceptional service.
This role is offered as a 12-month fixed-term contract, providing a great opportunity to step into a leadership position and make a meaningful impact during a key period for the team.
This is a hands-on leadership position where you will manage escalations, navigate challenging conversations, drive continuous improvement, and support customer satisfaction across every touchpoint.
Key Responsibilities
1. Ensure the Service Centre meets its performance targets and KPIs
2. Lead, support, and develop your team of associates
3. Champion and model Hunter Douglas' values in all interactions
4. Set and maintain high standards of behaviour and professionalism
5. Conduct regular 1-to-1s, reviews, and performance appraisals
6. Delegate tasks effectively and manage daily workloads
7. Provide ongoing coaching, guidance, and development opportunities
8. Monitor quality and productivity, driving high performance
9. Identify ways to improve processes, efficiency, and cus...