Role: Team Leader
Location: St Ives, Cambridgeshire
Hours: 37.5 hours per week (Mon‑Fri)
Salary: Up to £35,000 DOE + benefits
Overview
A contact centre team leader with strong people management skills, responsible for coaching and developing staff, ensuring KPI achievement, recruitment support, data analysis, and management reporting.
Key Responsibilities
* Coach and develop staff using performance management tools to improve KPI's and personal objectives.
* Continuously coach and develop the team to sustain business success.
* Support the recruitment process while representing and promoting an excellent brand image.
* Produce data in relation to team activity to identify coaching and development needs.
* Effectively communicate with the direct line manager, providing recommendations.
* Document and deliver monthly one‑to‑one meetings.
* Remain up to date with procedures, processes and products, and communicate this to the team.
Qualifications & Skills
* Experience managing a successful contact centre team.
* Experience with performance management.
* Ability to analyse data and assess team performance.
* Effective problem‑solving and time‑management skills.
Benefits
* Monday to Friday – 37.5 hours per week (no weekends).
* 33 days holiday per year including bank holidays.
* Holiday purchase scheme.
* Salary sacrifice pension scheme.
* Employee Assistance Programme.
* Life assurance.
* Private medical insurance.
* Digital healthcare access.
* Subsidised gym membership.
* Cycle to work scheme.
* Eyecare contributions.
* Electric car salary sacrifice scheme.
* Weekly bootcamp class.
* Savings & discount portal.
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