Contact Centre Team Leader

Michael Page (UK); Rochdale; On-site; GBP 60,000 - 80,000; Part time

Job summary

A respected not-for-profit organization in Rochdale is seeking a Contact Centre Team Leader for a temporary position. You will supervise a team, ensuring exceptional customer service, monitor performance, and provide feedback. Ideal candidates will have proven leadership and customer service experience. This position offers a competitive hourly rate, valuable experience in the sector, and free on-site parking.

Benefits

Competitive hourly rate

Free on-site parking

Supportive work environment

Qualifications

• Proven experience in a customer service or contact centre environment.
• Strong leadership skills with the ability to motivate and manage a team effectively.
• Excellent communication and problem-solving skills.
• Understanding of the not-for-profit sector and its values.
• Ability to analyse data and generate insightful reports.

Responsibilities

• Supervise and support a team of customer service representatives in the contact centre.
• Ensure the delivery of exceptional customer service.
• Monitor team performance and provide constructive feedback.
• Handle escalated customer queries and resolve them effectively.
• Prepare and analyse reports to track key performance indicators.

Skills

Customer service experience

Leadership skills

Communication skills

Problem-solving skills

CRM systems proficiency

Job description

• Immediate temp role for 2 / 3 months
• Possibility to be kept on perm

About Our Client

This organisation is a respected not-for-profit entity dedicated to providing excellent service and support to its community. As a medium-sized organisation, it values operational efficiency and is committed to achieving positive outcomes for the people it serves in Smith Street.

Job Description

• Supervise and support a team of customer service representatives in the contact centre.
• Ensure the delivery of exceptional customer service in line with organisational standards.
• Monitor team performance and provide constructive feedback to enhance efficiency.
• Handle escalated customer queries and resolve them effectively.
• Prepare and analyse reports to track key performance indicators.
• Coordinate staff training and development to maintain high professional standards.
• Implement and maintain operational procedures to enhance team productivity.
• Collaborate with other departments to ensure seamless customer service delivery.

The Successful Applicant

A successful Contact Centre Team Leader should have:

• Proven experience in a customer service or contact centre environment.
• Strong leadership skills with the ability to motivate and manage a team effectively.
• Excellent communication and problem-solving skills.
• An understanding of the not-for-profit sector and its values.
• Proficiency in using customer relationship management (CRM) systems.
• Ability to analyse data and generate insightful reports.
• A proactive approach to process improvement and team development.
• Can commit to a temp role offering an immediate start for 2 / 3 months.

What's on Offer

• Competitive hourly rate.
• Temporary position offering valuable experience in the not-for-profit sector.
• Opportunity to work in a supportive and focused environment.
• Free on-site parking.

If you are ready to take on this exciting opportunity as a Contact Centre Team Leader, we encourage you to apply today!