Call Centre Team Leader – Wythenshawe
Location: Wythenshawe (office based)
Term: Full Time, Permanent
Contract: 40 hours per week Mon-Sun rotating shifts (8am‑4pm / 10am‑6pm / 12pm‑8pm) (rotating weekly shifts), 1 in 4 weekends
Salary: £30,000 - £33,000 DOE + benefits
CCA Recruitment is excited to be recruiting for a Call Centre Team Leader to join a client based in Wythenshawe M22.
The ideal candidate will inspire and motivate a team of contact centre professionals, supporting ambition and building on motivation. The ability to identify training needs to improve performance, and a solid understanding of contact centre methodologies to coach and develop the team, will be essential.
This role delivers growth through improved skills and behaviours of the team.
Role Duties
* Build and deliver success plans for the team
* Evaluate performance throughout the shift and current period to identify improvements and develop/deliver plans to achieve all objectives and KPIs
* Continually assess the skill levels of the team, implementing remedial plans to enable success
* Support personal development planning
* Inspire teams with creative engagement and effective use of leadership tools to influence performance and create a high energy and motivated work environment
* Provide individual coaching sessions for excellence
* Identify and address barriers to success with individuals and the collective team
* Collate and track analysis of effectiveness, customer experience and skill levels, presenting findings for further initiatives
* Contribute to operational action plans and initiatives including process and system improvements
* Articulate reporting and analysis of the team’s performance
* Effectively manage competencies for both self and the team
* Deliver a fantastic customer experience through all interactions from self and the team
Experience Required
* Evidence of leading a contact centre team to success
* Experience delivering against metrics
* Experience positively influencing growth and improvement with individuals
* Experience with different sales and coaching methodologies
* Attention to detail
* Proven track record of analytical and reporting skills
* Excellent time and task management
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