Team Leader - Contact Centre

Concentrix; East Midlands; On-site; GBP 29,000 - 36,000; Full time

Job summary

Concentrix Derby is seeking a Team Leader to coach a busy call centre team, drive performance and deliver outstanding customer service. You will lead day-to-day operations, monitor performance, and guide colleagues to meet KPIs.

As a Team Leader, you’ll develop people, conduct regular coaching, and promote Concentrix values while ensuring a positive, inclusive environment. This is a full-time, on-site role in Derby.

Qualifications

• Experience leading teams in fast-paced call centre / service environments.
• Proven coaching and development of others.
• Excellent communication with stakeholders and team.

Responsibilities

• Supervise and monitor daily team performance to hit targets.
• Coach and develop team members with regular performance conversations.
• Deliver exceptional customer service and resolve escalated queries.
• Communicate expectations clearly and run engaging team meetings.
• Promote company values and maintain a positive team environment.

Skills

Leadership

Communication

Multitasking

Coaching

Industry knowledge

Flexibility

Job description

Job Title: Team Leader - Contact Centre

Job Description Team Leader – Call Centre

Salary: £28,372.50 per annum

Are you an enthusiastic leader eager to drive performance in a vibrant call centre environment? At Concentrix, we are looking for a passionate Team Leader to join our team.

About the Role

As a Team Leader, you’ll play a key role in supporting and developing a team of Call Centre Associates. You’ll be responsible for managing day-to-day performance, helping your team achieve their goals and ensuring we deliver an excellent customer experience. We’re looking for someone who enjoys working in a fast‑paced environment, is passionate about developing people and can lead by example.

Key Responsibilities

• Supervision & Performance Monitoring
  • Manage the day to day activities of a team to achieve operational goals.
  • Monitor attendance and ensure team members follow company policies and procedures.
  • Support your team to stay focused, engaged and productive.
• Coaching & Development
  • Hold regular coaching and performance conversations to help team members meet and exceed their KPIs.
  • Identify areas for improvement and create personalised action plans.
  • Motivate and support team members to develop their skills and reach their potential.
• Customer Service Excellence
  • Drive an exceptional customer experience while meeting business and customer requirements.
  • Support team members with escalated customer queries and help them find effective solutions.
  • Lead by example in delivering high-quality customer service.
• Effective Communication
  • Clearly communicate expectations, updates and important information to your team.
  • Run engaging team meetings that encourage participation and open discussion.
  • Build strong working relationships with your team and wider business.
• Ongoing Learning & Development
  • Keep up to date with internal processes, policies and procedures.
  • Take part in mandatory manager development and training programmes.
  • Continuously look for ways to improve team performance and the customer experience.
• Promoting Company Values
  • Lead by example and demonstrate Concentrix’s values in your day to day work.
  • Create a positive, inclusive and supportive team environment.

About You

• A motivated leader – passionate about supporting, developing and mentoring others.
• Results-driven – able to work under pressure, manage priorities and follow tasks through to completion.
• An excellent communicator – confident communicating clearly with both team members and wider stakeholders.
• A strong multitasker – able to manage competing priorities while keeping your team focused and productive.
• An experienced coach – with experience of mentoring, supporting or developing team members.
• Knowledgeable about the industry – experience within the transport or travel industry would be an advantage.
• Flexible – willing to adapt your working pattern where needed to support your team and the business.

Most importantly, you’ll be someone who enjoys helping people succeed and is ready to take the next step in their leadership career.

Why Join Us?

This is more than just a Team Leader role. You’ll have the opportunity to develop your leadership skills, make a real difference to your team and build a career within a global organisation.

• Competitive Salary & Benefits – enjoy a robust compensation package with opportunities for growth and continuous development.
• Dynamic Work Environment – be part of a supportive team that values your input and encourages collaboration.
• Professional Development – access training and development programmes to strengthen your leadership skills and support your career growth.

Join the Concentrix family and become part of a team where your contribution matters.

Concentrix is an equal opportunity employer We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

Eligibility to work: In accordance with UK law, only applicants who are legally authorized to work in the UK will be considered for this position.

Location: GBR Derby - Cardinal Business Centre 10 Nottingham Road

Language Requirements: Time Type: Full time Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well‑known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human‑centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end‑to‑end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand‑defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.