Overview
Contact Centre Leadership & Performance: Lead a high-performing team within a logistics coordination environment, operating as a contact centre handling a high volume of inbound driver calls daily. Drive improvements in key call centre metrics such as average wait time, call abandonment rates, first-call resolution, and overall service levels. Monitor real-time performance and coach team members to ensure consistent achievement of individual and team KPIs. Utilise workforce management tools and systems to forecast demand and schedule team resource effectively.
Responsibilities
* Structure and develop your team to ensure optimal resource allocation and operational coverage.
* Motivate, coach, and support your team to achieve high levels of performance and service delivery.
* Conduct performance reviews and lead from the front to drive engagement, development, and accountability.
* Continually review and refine processes to improve response times and service delivery, reducing inefficiencies in the call flow and coordination systems.
* Ensure your team adheres to established procedures, quality standards, and compliance expectations.
* Liaise closely with driver operations teams to support the timely coordination and execution of tasks.
* Maintain exceptional internal and external customer communication standards, ensuring professionalism, clarity, and consistency across all contact points.
* Lead one of our Operational Circuit Teams, coordinating daily with hundreds of professional drivers across the UK in a high-volume contact centre environment.
Qualifications
* Demonstrable experience managing a high-volume contact or call centre operation, ideally within a logistics or service-driven environment.
* A results-oriented leader with a proven track record of improving call performance metrics, team engagement, and service standards.
* Strong analytical skills to interpret data, identify trends, and implement performance-driving actions.
* Excellent communication, coaching, and team-building skills.
* Ability to remain calm and effective under pressure in a fast-paced, reactive environment.
About Us
BCA is the leading name in Europe\'s vehicle remarketing industry, proudly part of the Constellation Automotive Group family, which includes well-known brands such as cinch and WeBuyAnyCar.com. We are in an exciting phase of exponential growth, driven by a key digital transformation journey. Through strategic acquisitions, simplification, and relentless innovation, BCA is set to accelerate its growth, supported by industry-leading technology. We boast a nationwide team of logistics and inspection professionals and offer a comprehensive range of integrated services to support our customers throughout the entire fleet management process.
Opportunity
This is a key leadership role with a direct impact on our operational success and customer satisfaction. You will be joining a forward-thinking, technology-enabled business that values innovation, development, and collaboration. We offer a competitive salary, clear progression opportunities, and the chance to be part of a fast-growing logistics network at the heart of the automotive industry.
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