Contact Centre Team Leader – (3 months temporary)
hours per week (Monday – Sunday available 8am – 12am)
£ (8am-6pm Mon to Fri), £ (6pm-6am Mon to Fri and all-day Sat/Sun)
Here at Hays, we are working with a large non-for-profit who support healthcare services across West Yorkshire to recruit a Contact Centre Team Leader on a 3-month temporary basis. They operate on a 24/7-hour basis all year round and aremitted to providing high-quality care. For the role of Contact Centre Team Leader, we are seeking an experienced individual to supervise and support the contact centre staff.
Proven experience in a Team Leader role is essential, with a track record of managing performance and promoting continuous improvement and staff development.
Key Responsibilities
1. Supervise Contact Centre Agents and Controllers to meet KPIs and service standards
2. Deliver staff training and support, including on-the-job coaching ( SystmOne, call handling)
3. Manage HR-related issues such as sickness absence and performance reviews
4. Maintain and update Standard Operating Procedures (SOPs)
5. Conduct audits of inbound/outbound calls and report findings
6. Lead DATIX investigations and share oues appropriately
7. Collaborate with the Service Manager to ensure operational excellence
Experience & Qualifications Required:
8. Experience supervising staff and managing performance
9. Proven experience with ER related cases, performance/absence management
10. Strongmunication and team-building skills
11. Proficiency in Microsoft Office and IT systems
12. Ability to motivate teams and deliver training
13. Knowledge contact centre environments
14. Familiarity with systems like SystmOne, RotaMaster, AccuRx
15. Skills in report writing, conflict resolution, and data analysis
If you have proven team leadership experience in a contact centre environment and are immediately available, please click ‘apply’. This is a 3-month temporary assignment initially, but there may be a chance for extension for the right candidate. #4729717 - Ashton Naar