Contact Centre Team Leader

3 days ago

Manchester, United Kingdom Customer Management Resourcing Full time

Contact Centre Team Leader

£23,000 - £26,000 per annum + plus bonus

Full time, Manchester (M23)

We are currently recruiting for an experienced contact centre Team Leader to join our growing global outsourcing client as they go through a period of growth. This is a fantastic role to join a brand new campaign and effectively manage a team to ensure targetsand SLA's are achieved.

This is an on site role at the newly refurbished South Manchester offices, working 37.5 hours per week on a permanent basis.

What you'll be doing -- Leading the team, ultimately being the main driver to achieve target and hit SLA/KPIs
- Lift the performance of the team through effective documentation/driving performance
- Sets plan for the week/month ahead based on current issues and analysis of previous week/month stats
- Delivers weekly plans at healthy check meetings, through daily performance reviews and the delivery of work set by CCM

What we're looking for -- Previous experience in a similar role as a team leader in a contact centre
- FCA/Regulatory experience is desired but not essential
- Excellent communication and people management skills
- Good understanding of Inbound and Outbound telephony/dialler systems
- Analytical and problem-solving skills - have the ability to interpret MI and deliver Action Plans

Salary -- £23,000 - £26,000 per annum
- Competitive monthly bonus structure
- Salary is dependent on experience

Hours of work -- Monday to Friday - Shifts between 8am-8pm
- Saturday and Sunday - Shifts between 8am-4pm
- 37.5 hours per week, working 5 out of 7 days

Contact Centre / Team Leader / BPO / Outsourcing / Call Centre / FCA / Regulatory

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