Contact Centre Team Lead Mentoring 15-20 Agents

Gap Personnel; Liverpool; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Competitive salary

Career development

Overtime opportunities

Job summary

Gap Personnel, acting on behalf of our client, is recruiting for a Contact Centre Team Leader in a medical warehouse in Liverpool (L3). This permanent role requires hands-on leadership to coach and guide a team of advisors, ensuring service levels and KPIs are met while maintaining quality and patient care.

You will oversee day-to-day operations, onboarding and developing staff, monitor performance metrics, handle escalations, and coordinate with internal teams to optimise resources.

Qualifications

• Experience leading a contact centre team.
• Experience managing teams of 15-20 people.
• Strong knowledge of KPI-driven service delivery.

Responsibilities

• Lead and coach advisors to hit daily targets.
• Onboard, train, and develop your team.
• Monitor real-time and historical performance metrics.
• Handle complex or escalated patient queries.
• Collaborate with internal teams for resource allocation.

Skills

Team leadership

Performance management

Coaching

People development

Quality assurance

Customer service

Tools

CRM software

Call monitoring

Job description

Gap Personnel, acting on behalf of our client, is recruiting for a Contact Centre Team Leader in a medical warehouse in Liverpool (L3). This permanent role requires hands-on leadership to coach and guide a team of advisors, ensuring service levels and KPIs are met while maintaining quality and patient care.

You will oversee day-to-day operations, onboarding and developing staff, monitor performance metrics, handle escalations, and coordinate with internal teams to optimise resources.