Contact Centre Team Leader

Optimise Talent Ltd; Manchester; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A growing contact centre company in Trafford, Manchester is looking for a Contact Centre Team Leader to lead a team and drive outstanding customer service. You'll manage performance, handle escalated issues, and work on continuous process improvement. The role offers a competitive salary of £30,000 - £35,000 and hybrid working options. Ideal for those ready to step into a leadership position with opportunities for growth.

Benefits

Up to 39 days holiday

Free onsite parking

Regular staff socials

Career progression opportunities

Qualifications

• Minimum 6 months' experience leading contact centre teams.
• Experience in managing performance and escalated complaints.
• Hands-on leader who inspires the team.

Responsibilities

• Lead a team of contact centre agents to deliver outstanding customer service.
• Manage performance, coaching and motivating the team to hit KPIs.
• Handle escalated calls and difficult customer queries.

Skills

Performance management

Customer service

Team leadership

Problem-solving

Job description

Overview

Job Title: Contact Centre Team Leader
Location: Trafford, Manchester (Hybrid - up to 3 days WFH)
Salary: Circa £35,000 + Fantastic Benefits
Hours: Monday to Friday, 9:00am - 5:30pm (No weekends!)

Are you a natural leader who thrives in a fast-paced contact centre environment? Maybe you've already stepped up into a Team Leader role when the manager's away… or perhaps you're an experienced Team Leader ready for a fresh challenge with a business that's seriously going places?

Either way - keep reading

We're working with a growing company based in Trafford, Manchester that's on the lookout for a Contact Centre Team Leader to join their expanding team. With big plans ahead and exciting internal progression opportunities, this is your chance to step into a role where you'll really make an impact.

Responsibilities

• Leading a team of contact centre agents to deliver outstanding customer service
• Managing performance - coaching, mentoring and motivating the team to hit KPIs and service levels
• Handling escalated calls, complaints and tricky customer queries with confidence and professionalism
• Supporting team development, providing feedback and helping your people grow
• Working closely with senior leadership to continuously improve processes and customer experience

Qualifications

• Minimum 6 months' experience leading contact centre teams (either as a Team Leader or stepping up during absences)
• Someone confident managing performance, service standards, and escalated complaints
• A hands-on leader who leads by example and inspires their team
• Experience in a fast-paced customer service or call centre environment

What’s in it for you?

• Salary: £30,000 - £35,000 package
• Hybrid working - up to 3 days working from home
• Up to 39 days holiday
• Free onsite parking
• Regular, all-expenses-paid staff socials
• Brilliant career progression - the company is growing fast and so can your career
• Working hours: 9am-5:30pm, Monday to Friday - no evenings or weekends

This role is perfect for someone who's ready to take that next step in their contact centre career - whether you've had a taste of team leadership or you're already experienced and ready for something new.

Location: Trafford, easily commutable from Manchester, Salford, Altrincham, Sale, Stockport, Warrington and surrounding areas.

Apply now or drop us a message for more info - we'd love to tell you more about this amazing opportunity!

Keywords: Contact Centre Team Leader, Call Centre Manager, Customer Service Manager, Team Leader Jobs Manchester, Contact Centre Supervisor, Hybrid Team Leader Role, Contact Centre Jobs, Call Centre Leadership, Customer Service Careers, Trafford Jobs, Greater Manchester Call Centre Jobs, Contact Centre Management, Monday to Friday Jobs, No Weekend Jobs