We are actively looking for Team Leader for a growing call centre to join our client based in Swindon This is a 12 months FTC with an opportunity to be extended for suitable candidates Key Duties: * Line manage a team of Operators, providing day to day support and guidance * Run monthly 1 to 1s and keep performance and development plans up to date * Coach and quality check calls and emails, with clear feedback and actions * Monitor KPIs including service level, call abandonment, and call quality * Support training and progression through the skills framework * Make sure contract requirements and SLAs are understood and met * Act as the first escalation point for queries and incidents, keeping management updated * Support recruitment activity including assessment centres * Use systems including Concept Evolution, Maximo, SharePoint and other FM tools * Support business continuity processes and help diagnose telephony or system issues * Complete day to day admin such as chases and escalations * Promote a positive team culture and lead by example Job Requirements: * Experience in a customer service environment with team leader or supervisor experience * Confident coaching, giving feedback, and managing performance * Strong communication skills and a calm approach under pressure * Well organised and able to manage changing priorities * Confident with Microsoft ...