Team Leader

CNX; Larbert; On-site; GBP 27,000 - 31,000; Full time

Job summary

CNX in the United Kingdom is seeking a Team Leader to supervise a group of call center associates, coach, and drive performance to meet KPIs. This role is ideal for a people-focused leader who can motivate and develop others in a fast-paced customer service setting.

You will lead day-to-day operations, manage attendance, quality, and policies, run team meetings, provide weekly coaching, and foster a positive team culture.

Qualifications

• People management experience is essential.
• Strong leadership and coaching abilities.
• Ability to lead, coach, and support a team in a fast-paced environment.

Responsibilities

• Leading and supporting your team
• Manage day-to-day team performance
• Oversee attendance, productivity, and quality
• Make sure policies and procedures are followed
• Keep the team focused on delivering great customer outcomes
• Coach and develop people
• Provide regular feedback and weekly coaching
• Help team members improve performance and build confidence
• Create action plans where needed to support development
• Drive results
• Monitor performance against KPIs and service expectations
• Communicate goals clearly and keep the team updated
• Handle escalated customer issues and support problem-solving
• Create a positive team culture
• Run team meetings and share important updates
• Organise team activities and encourage open communication
• Act as a role model for company values and champion your people

Skills

People management

Coaching

Team leadership

Communication skills

Prioritisation

Multi-tasking

Job description

Job Title:

Team Leader

Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Team Manager

Are you a people-focused leader who knows how to bring out the best in others? We’re looking for a Team Manager to lead, support, and develop a team in a fast-paced customer service environment.

This is a great opportunity for someone with management experience , but we’re also open to candidates who have worked as a Supervisor or have had temporary people management responsibility. You don’t need previous call centre experience — if you have a strong background in leading, coaching, and motivating people , we’d love to hear from you.

What you’ll be doing:

Leading and supporting your team

Manage day-to-day team performance

• Oversee attendance, productivity, and quality.
• Make sure policies and procedures are followed.
• Keep the team focused on delivering great customer outcomes.

Coach and develop people

• Provide regular feedback and weekly coaching.
• Help team members improve performance and build confidence.
• Create action plans where needed to support development.

Drive results

• Monitor performance against KPIs and service expectations.
• Communicate goals clearly and keep the team updated.
• Handle escalated customer issues and support problem-solving.

Create a positive team culture

• Run team meetings and share important updates.
• Organise team activities and encourage open communication.
• Act as a role model for company values and champion your people.

What we’re looking for:

Skills and experience

People management experience is essential

• This could be in a formal management role.
• We’ll also consider applicants with supervisory experience or those who have managed a team on a temporary basis.

Industry background is flexible

• You do not need call centre experience.
• What matters most is your ability to lead, coach, and support a team.

Key strengths

• Strong communication skills , both written and verbal.
• Ability to work well under pressure and see tasks through to completion.
• Confident in prioritising , multi-tasking , and meeting deadlines.
• Passion for mentoring and developing others.
• Flexible approach to working hours.

Why join us?

Competitive package

• £26,900 salary
• Bonus opportunity of up to £1,300 monthly

Development opportunity

• Ongoing support and manager development training.
• A chance to build your leadership career in a supportive environment.
• We value transferable leadership skills.
• If you’ve led people successfully in another setting, we want to hear from you.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

GBR Larbert, Falkirk - 1 Central Park Avenue, Central Business Park

Language Requirements:

Time Type:

Full time