Contact Centre Team Leader

JR United Kingdom; Glasgow; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking experienced Team Leaders to enhance their Contact Centre operations in Glasgow. This role involves managing a team of dedicated Contact Centre Agents, providing essential leadership and support to ensure they meet performance targets while delivering exceptional customer service. The ideal candidate will thrive in a fast-paced environment, possess strong communication skills, and have a proven track record in team management within customer service sectors. Join this dynamic team and contribute to creating a motivated and successful work environment.

Qualifications

• Experience in a Customer Experience leadership role is essential.
• Strong communication and interpersonal skills are required.

Responsibilities

• Lead a team of Contact Centre Agents to achieve service targets.
• Conduct performance reviews and provide constructive feedback.

Skills

Leadership

Communication Skills

Problem-Solving

Interpersonal Skills

Coaching and Development

Customer Service

Job description

We are looking for experienced Team Leaders to play a pivotal role in ensuring the success of our Contact Centre operations. You will manage a team of Contact Centre Agents, providing leadership, support, and guidance to help them meet performance targets and deliver exceptional customer service.

The role is Monday - Friday onsite in Glasgow.

Key Responsibilities

1. Lead and inspire a team of Contact Centre Agents/ Advisors to achieve service targets, deliver outstanding customer service, and maintain brand values.
2. Monitor and support team members in their day-to-day tasks, providing feedback, coaching, and development.
3. Assist in the training and onboarding of new team members, ensuring they are equipped with the necessary skills to succeed.
4. Conduct regular performance reviews and one-on-one meetings with team members to discuss progress and provide constructive feedback.
5. Ensure team members are adhering to processes and procedures, maintaining high levels of compliance and customer satisfaction.
6. Contribute to the continuous improvement of operational processes and team efficiency.
7. Maintain a positive and motivated team environment, promoting teamwork, collaboration, and personal development.

About You – Skills and Experience

We are looking for a dynamic and motivated individual with leadership experience who thrives in a fast-paced, customer-focused environment. If you have a proven track record in managing teams within telecommunications, retail, or customer service, we want to hear from you!

1. Previous experience in a Customer Experience leadership or supervisory role within a call centre or customer service environment is essential.
2. Strong communication and interpersonal skills, with the ability to motivate and engage a team.
3. Excellent problem-solving and decision-making abilities.
4. Experience in coaching and developing staff to meet performance goals.
5. A proactive and positive approach to managing challenges and driving team success.
6. Knowledge of metrics and performance management.