Contact Centre Team Leader & Performance Coach

Alfa Holidays Ltd; Chorley; In loco; GBP 29.000 - 35.000; Tempo pieno

Vantaggi offerti da questo lavoro

Twice-yearly employee-owner dividend

Holiday and hotel discounts

Training funding

Job security (employee-owned)

30 days annual leave

Employee assistance programme

Occupational sick pay

Pension

Annual pay reviews

On-site parking

Descrizione del lavoro

Alfa Holiday Group is seeking a Contact Centre Team Manager in Buckshaw Village, Chorley. This full-time role involves leading a team across 37.5 hours per week with weekend rotation, aiming to hit sales targets and deliver exceptional customer service.

You will report to the Contact Centre Manager and be responsible for coaching, performance management and continuous improvement across operations. Salary is £32,000 per annum with a range of benefits and employee-owner perks.

Competenze

• Proven ability to lead and motivate a team in a fast-paced contact centre environment.
• Experience in coaching and performance management to achieve targets and service levels.
• Strong communication and interpersonal skills for cross-functional collaboration.

Mansioni

• Supervise, motivate and support a team of contact centre agents to meet targets.
• Monitor calls, emails and chats to ensure quality and compliance with standards.
• Track KPIs including revenue targets, conversion, handling time and customer satisfaction.

Conoscenze

Leadership

Team management

Coaching

Performance management

Customer service

Communication

Call centre operations

Data analysis

Time management

Strumenti

CRM systems

Travel booking systems

Descrizione del lavoro

Alfa Holiday Group is seeking a Contact Centre Team Manager in Buckshaw Village, Chorley. This full-time role involves leading a team across 37.5 hours per week with weekend rotation, aiming to hit sales targets and deliver exceptional customer service.

You will report to the Contact Centre Manager and be responsible for coaching, performance management and continuous improvement across operations. Salary is £32,000 per annum with a range of benefits and employee-owner perks.