Call Centre Team Leader

2 days ago


Leeds, Leeds, United Kingdom OCU Full time

As a Call Centre Team Leader - Evening Shift Operations, you will play a vital role in overseeing the team of Advisors at OCU Group's Leeds Seacroft location.

The purpose of this position is to ensure that the team meets performance targets adheres to company policies and delivers high-quality customer service. This requires strong leadership excellent communication skills and a focus on meeting both individual and team objectives.

The salary for this position is estimated to be around £35,000 - £40,000 per annum, depending on experience.

Key responsibilities include:

  • Managing and leading a team of call centre agents
  • Monitoring daily activities and performance to ensure that service levels are met
  • Conducting regular team meetings to discuss performance provide updates and share best practices

Additional responsibilities include tracking and evaluating team members' performance using key performance indicators (KPIs) such as call handling time customer satisfaction and resolution rates.

You will also be responsible for providing regular feedback coaching and development plans to improve agent performance conducting performance reviews and setting individual goals.

OCU Group is one of the fastest growing utility engineering contractors in the UK with a long successful track record in delivering customer-focused civil engineering solutions.

We are looking for someone who is committed to delivering high levels of customer satisfaction and has proven experience in leading and motivating teams.



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