Contact Centre Operations Team Leader

BCA; Metropolitan Borough of Solihull; On-site; GBP 29,700 - 36,300; Full time

Benefits offered by this job

25 days annual leave

Competitive salary

Clear progression opportunities

Job summary

BCA is seeking an Operations Team Leader to manage a high-volume contact centre within their logistics operations. This role involves leading a team, improving call performance metrics, and ensuring exceptional service delivery. The ideal candidate will have strong leadership and analytical skills, with a focus on operational efficiency in a fast-paced environment.

Qualifications

• Experience managing a high-volume contact or call centre operation.
• Proven track record of improving call performance metrics.
• Strong analytical skills to interpret data and implement actions.

Responsibilities

• Lead a high-performing team in a logistics coordination environment.
• Drive improvements in key call centre metrics.
• Monitor real-time performance and coach team members.

Skills

Leadership

Analytical skills

Communication

Coaching

Team building

Job description

Do you currently work / have you previously worked for part of the Constellation Automotive Group? Including cinch, BCA, We Buy Any Car and Marshall Motor Group *

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About My Application

• I confirm that my details are complete and correct
• I confirm I have the right to work in the country where this job is based
• Job Reference: BCALEOCTL002

Location: Solihull, Birmingham
Salary: £33,000 basic, plus 25 days annual leave
Job status: Permanent

Mon -Fri 40hr week

About BCA

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.

Role Overview

We are seeking a driven and experienced Operations Team Leader to lead one of our four Operational Circuit Teams. Operating much like a high-volume contact centre, our teams coordinate daily with hundreds of professional drivers across the UK. This is not just about logistics—it’s about leadership in a fast-paced, communication-heavy environment.

The successful candidate will bring proven experience in managing contact centre operations, with a strong focus on call handling performance, KPI management, and operational efficiency. You’ll be accountable for improving call response times, driving down call waiting metrics, and delivering consistent service quality across your team.

This role suits a confident, analytical, and highly organised individual who thrives in a people-first, target-driven setting.

Key Responsibilities

• 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.

Team & Resource Management:

• 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.

Operational Efficiency & Process Improvement:

• 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.

What We’re Looking For

• 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.

Why Join Us?

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.