Contact Centre Team Leader

HSS Hire Ireland; Manchester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading hire equipment provider in Manchester is seeking an experienced Contact Centre Team Leader to oversee their trading desk. You'll be responsible for achieving margin targets and leading a team to analyze trends and drive growth. Ideal candidates will have line management experience and strong data interpreting skills. Enjoy unique perks like your birthday off and paid volunteering days. Join a culture of innovation in a traditional industry.

Benefits

Annual leave on your birthday

Paid volunteering day

Training and development opportunities

Wellbeing and healthcare support

Discounts and cashback on various perks

Flexible benefits like Cycle to Work

Qualifications

• Previous line management experience within a contact centre, ideally within a hire industry.
• Strong data interpreting skills with the ability to identify trends within the data.
• Advanced Excel skills including pivot tables, macros, and data modelling.

Responsibilities

• Lead a team of trading executives to achieve margin targets.
• Monitor and analyse margin trends for actionable insights.
• Collaborate with commercial teams for pricing discipline.

Skills

Data interpreting skills

Advanced Excel skills

Experience in line management

Ability to influence senior decisions

Understanding of profitability and market dynamics

Job description

Contact Centre Team Leader

Trafford Park, Hybrid working, 3 days per week in office

At HSS ProService Marketplace, we’ve built a smarter way for businesses to get the tools, equipment, and materials they need to get the job done. Our online marketplace connects customers with trusted suppliers quickly and easily, helping businesses across the UK work faster, smarter, and more sustainably.

We're looking for an experienced Contact Centre Team Leader, ideally within the hire industry, who wants to develop their skills and lead our trading desk within the commercial team. You'll take ownership of achieving target margins across the business by operations at both transaction and strategic levels.

The impact you’ll have:

You’ll lead a team of trading executives and be the margin champion who identifies opportunities, analyses trends, and implements initiatives that drive profitable growth whilst maintaining competitive value for customers.

A typical day:

• Take ownership of delivering and exceeding margin targets across the Marketplace
• Monitor daily, weekly, and monthly performance, flagging risks and opportunities
• Review deals, pricing requests, and transactions to ensure healthy margin capture
• Analyse margin trends at category, sub-category, and product level
• Partner with the Commercial and Sales teams to drive better pricing discipline
• Provide clear, actionable insights to support decision-making across the business
• Collaborate with Finance and Commercial teams to ensure margin reporting accuracy

What you’ll bring:

• Previous line management experience within a contact centre, ideally within a hire industry but not essential
• Strong data interpreting skills with the ability to identify trends within the data
• An understanding of profitability, pricing, and market dynamics
• Advanced Excel skills including pivot tables, macros, and data modelling
• Confident presenting insights that influence senior decisions
• Determined to deliver measurable, sustained margin improvement
• Proactive in identifying and fixing issues before they impact performance

What you’ll get back:

• Your birthday each year as annual leave to spend how you want to!
• One paid volunteering day each year to give back to your community
• Training and development opportunities to grow your career and skills
• Wellbeing and healthcare support - at work and at home
• A culture of revolution, driving digital change in a traditional industry
• Discounts and cashback on a huge range of perks including gyms, restaurants, and shopping
• Access to flexible benefits like Cycle to Work, Holiday Buy, Critical Illness Cover and more

Different Perspectives, One Platform

We’re not all the same, and that’s what makes us stronger. We believe great ideas come from different people, different experiences, and different ways of thinking.

Whether you’re starting out, switching careers, or looking for your next big move - if you’ve got the skills and the drive, we want to hear from you.

Not sure you tick every box? That’s okay. We’d still love to hear from you. If you’ve got any questions, email us at [e-mail] and one of our team will be happy to help.