Contact Centre Team Leader

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 who are operating as an employment business are currently recruiting on behalf of our client for a Contact Centre Team Leader in a medical warehouse in L3 area.

THIS IS A PERMANENT POSITION.

We have an excellent opportunity for a Contact Centre Team Leader, working for a medical company based in Liverpool, L3. The job is a perm position.

The purpose of the role:

As a Team Leader, you’ll be leading and coaching our teams to deliver the exceptional services our patients expect. This role is fundamental in ensuring that operations KPI's and service levels are consistently met through effective performance management, a focus on quality assurance, process optimisation and people development.

This is a hands-on role where you’ll lead by example, motivate your team, and keep everything running smoothly in a fast-paced environment.

What you’ll be doing:

• Leading and supporting a team of advisors to hit daily targets through performance management, clear daily targets and work allocation
• Onboarding, training, coaching, and developing your team to reach their full potential
• Monitoring real-time and historical performance metrics to identify trends and resolve issues
• Handling complex or escalated patient queries and complaints
• Collaborate with internal teams to ensure effective resource allocation

What we’re looking for:

• Experience: Previous experience in a contact centre leadership role
• Experience managing teams of 15-20 people
• Knowledge: Understanding of our business and the daily challenges we face delivering to our patients
• Flexibility: As we move towards new ways of working, a willingness to work shifts, weekends, or overtime as required
• Team-oriented: Collaborative approach with a focus on team success
• Problem-solving mindset: Ability to think quickly and make sound decisions

What’s in it for you?

• Competitive salary and overtime opportunities
• Career development and training
• An opportunity to influence positive change and be part of the growing Contact Centre team

Working hours:

• Monday – Friday 8:30am-5:30pm
• 42.5 hours per week

Salary:

• £35 000 per annum

Gap personnel group are committed to the selection, recruitment, and development of the best people, basing judgment solely on suitability for the job.