Contact Centre Team Leader

CCA Recruitment Group; Greater London; On-site; GBP 33,000; Full time

Job summary

A recruitment agency is seeking a Call Centre Team Leader in Vauxhall, London. The ideal candidate will manage a team, ensuring targets and service standards are met, while also engaging directly with customers. Responsibilities include training staff, performance analysis, and leading performance discussions. A salary of £33,000 plus a full benefits package is offered. This role blends leadership with frontline interaction, ideal for a motivated individual with excellent communication skills.

Benefits

Full benefits package

Qualifications

• Ability to build relationships and motivate employees.
• Extensive knowledge of telephony systems.
• Strong commercial awareness.

Responsibilities

• Lead the team to achieve targets and SLAs/KPIs.
• Train, coach and mentor staff to meet performance standards.
• Set weekly and monthly plans based on performance analysis.
• Deliver weekly plans at health‑check meetings.
• Utilise coaching in one‑to‑one sessions.

Skills

Excellent communication and coaching skills

Strong organisational and time-management skills

Proactive and decisive problem-solving approach

Good understanding of telephony systems

Tools

Microsoft Office packages

Job description

Call Centre Team Leader

Location: Vauxhall London | Salary: £33,000 + full benefits package

We’re looking for a motivated leader who can manage a team while also engaging with customers. The role blends people management with frontline customer interaction, and your performance will be rewarded.

Responsibilities

• Lead the team to achieve targets and SLAs/KPIs.
• Train, coach and mentor staff to meet performance standards and deliver exceptional customer service.
• Set weekly and monthly plans based on performance analysis.
• Deliver weekly plans at health‑check meetings and daily performance reviews.
• Utilise coaching in one‑to‑one sessions and maintain documentation of coaching and improvement.
• Ensure all paperwork is clear, concise and legible for senior‑management review.

Qualifications & Attributes

• Good understanding of telephony systems.
• Excellent communication and coaching skills; ability to build relationships and motivate employees.
• Extensive knowledge of Microsoft Office packages.
• Strong commercial awareness.
• Proactive and decisive problem‑solving approach.
• Strong organisational and time‑management skills.

Apply online for an immediate interview.