Contact Centre Sales Team Leader

3 weeks ago


StokeonTrent, Stoke-on-Trent, United Kingdom Vodafone Full time

About the Role

We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. Our focus on innovation, sustainability, and customer loyalty drives us to leverage cutting-edge technology and offer products and services that enhance communication and improve lives.

Key Responsibilities

  • Lead and manage a team of skilled advisors, ensuring they provide exceptional customer service via voice channels.
  • Coach and support your team to deliver best possible service to our customers, while maintaining strong operational efficiencies and KPI achievement.
  • Develop knowledge and skills in your team by holding weekly team time sessions.
  • Manage individuals on a daily basis, providing real-time feedback and management regarding behaviours, KPI performance, productivity, and quality evaluations.
  • Ensure performance management and delivery of all HR processes related to people management, wellbeing, employee relations, in line with HR policy and guidelines.
  • Create an environment where people are energised, engaged, and enabled through high-impact communication and coaching, resulting in on-target KPI performance and high People scores.
  • Role-model leadership in terms of Vodafone Advocacy and promotion of spirit behaviours and our TRUST framework at all times.
  • Provide timely and accurate weekly performance updates to direct manager.
  • Access and make the most of available training and resources.

About You

  • Proven background of working within a Consumer Sales/Contact Centre environment.
  • A strong operational background and understanding of contact centre performance metrics and practice.
  • Inspirational leadership, acting as a role-model for your team and the wider business.
  • Previous experience of delivering results in a 'fast-paced' customer-centric environment.
  • Strong communication and decision-making skills.
  • Previous People Management is essential.
  • Excellent coaching skills and proven success in people management.
  • Able to create an environment where people are energised, engaged, respected, and enabled, through high-impact communication and coaching.
  • Someone who is customer-obsessed.


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