Contact Centre Team Leader

Michael Page (UK); Liverpool; On-site; GBP 32,000 - 35,000; Full time

Job summary

A well-established retail organization in Liverpool is seeking an experienced Team Leader to manage a contact centre team. Responsibilities include leading team members, enhancing customer service standards, and analyzing performance metrics. The ideal candidate will have leadership experience, excellent communication skills, and a proactive approach to problem-solving. This permanent position offers a competitive salary between £32,000 and £35,000 per annum, alongside a supportive culture and opportunities for career growth.

Benefits

Competitive salary

Permanent position

Generous holiday allowance

Inclusive company culture

Qualifications

• Proven experience in a leadership role within a contact centre.
• Excellent communication and interpersonal skills.
• Proficiency in analysing performance data.
• Ability to work under pressure in a fast-paced environment.

Responsibilities

• Lead and manage a team of customer service representatives.
• Monitor and improve customer service standards.
• Provide training and coaching to team members.
• Handle escalations and resolve customer queries.
• Analyse performance metrics for management review.

Skills

Leadership in customer service

Excellent communication skills

Performance analysis

Proactive problem-solving

Job description

• Progressive, hands on Team Leader role.
• Join a Growing Business.

About Our Client

The employer is a well-established organisation in the retail sector, recognised for delivering high-quality services to its customers. They are a medium-sized company focused on maintaining excellent customer satisfaction and operational success.

Job Description

• Lead and manage a team of customer service representatives to achieve performance targets.
• Monitor and improve customer service standards within the contact centre.
• Provide training, coaching, and support to team members for their professional development.
• Handle escalations and resolve customer queries effectively and efficiently.
• Analyse performance metrics and prepare reports for management review.
• Ensure compliance with company policies and procedures within the team.
• Collaborate with other departments to enhance customer service processes.
• Identify opportunities for process improvements and implement solutions.

The Successful Applicant

A successful Contact Centre Team Leader should have:

• Proven experience in a similar leadership role within a fast paced contact centre or customer service environment.
• Excellent communication and interpersonal skills to motivate and manage a team effectively.
• Proficiency in analysing performance data and implementing improvements.
• A proactive approach to problem-solving and decision-making.
• Ability to work under pressure and meet deadlines in a fast-paced environment.

What's on Offer

• Competitive salary ranging from £32,000 to £35,000 per annum.
• Permanent position with opportunities for career growth.
• Generous holiday allowance to support work-life balance.
• Inclusive and supportive company culture.