Contact Centre Team Leader/Supervisor

Location: Hybrid – Northwest (Home & Office-Based)

C£30K - £39K plus excellent benefits

Role Overview:

We are seeking an experienced Contact Centre Team Leader/Supervisor to lead and develop a high-performing customer operations team. This role is ideal for someone passionate about delivering outstanding customer experiences across both B2C and B2B interactions. The successful candidate will be responsible for overseeing daily operations, driving efficiency and continual improvement within the team,  ensuring the team is hitting SLA agreements,  statistics and qualities required.

Key Responsibilities:

• Lead and support a team to deliver exceptional customer service through multiple channels.
• Ensuring performance is maximised, SLA agreements are reach
• Use data-driven insights to prioritise tasks, allocate resources, and improve performance.
• Ensuring the KPI's are reached and guide the team as required to ensure this happens
• Ensuring continual improvement, assessing stats, and ensuring these are met
• Implement process improvements, automation, and digital solutions to enhance efficiency.
• Provide real-time coaching, feedback, and guidance to team members.
• Act as a first-line escalation point for complex customer interactions.
• Collaborate with internal and external stakeholders to enhance service delivery as required
• Oversee team performance, attendance, and HR-related processes such as holiday approvals and return-to-work procedures.

Key Skills & Experience:

• Proven background in customer service leadership, with a track record of driving high standards.
• Strong coaching and mentoring skills to develop team performance.
• Analytical mindset with the ability to use data to influence decision-making.
• Process-oriented with a critical thinking approach to problem-solving.
• Ability to work cross-functionally and collaborate effectively with different teams.

If you would like any further details on the above role, please forward your CV for consideration.  Mpeople, are a recruitment business acting on behalf of our clients, if you do not receive a response within 5 days, please presume you have been unsuccessful on this occasion