CCA Recruitment Group
Contact Center Team Lead
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Call Centre Team Leader
Location: Wiltshire
Salary: £32000 per annum + Bonus
Job Type: Full-Time, Permanent
About the Role
We are looking for an enthusiastic and experienced Call Centre Team Leader to join our growing customer operations team. This is an exciting opportunity for a motivated leader who is passionate about delivering outstanding customer service, developing high-performing teams, and driving operational excellence.
As a Team Leader, you will be responsible for managing a team of customer service advisors, ensuring performance targets are achieved, and creating a positive and engaging working environment.
Key Responsibilities
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- Lead, motivate, and develop a team of customer service advisors.
- Conduct regular one-to-one meetings, coaching sessions, and performance reviews.
- Monitor KPIs including quality, productivity, customer satisfaction, and attendance.
- Support recruitment, onboarding, and training of new team members.
- Handle escalated customer queries and complaints professionally.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Analyze performance data and identify opportunities for improvement.
- Drive employee engagement and contribute to a positive team culture.
- Collaborate with other departments to improve customer experience and operational efficiency.
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The Ideal Candidate
The ideal candidate for this Call Centre Team Leader will have:
- Previous experience in a Team Leader, Supervisor, or similar leadership role within a call centre or customer service environment.
- Strong people management and coaching skills.
- Excellent communication and interpersonal abilities.
- Experience managing performance against targets and KPIs.
- Strong problem-solving and decision-making skills.
- Good organizational and time management capabilities.
- Proficiency with CRM systems and Microsoft Office applications.
- A positive, proactive, and customer-focused approach.
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