Team Leader - Contact Centre (Preston)
HybridPreston, England, United Kingdom
Preston, England, United KingdomHybridFull TimeEnterprise
Full TimeEnterprise
Job Summary
Lead and support a team of up to 15 Contact Centre Agents across Level 1 and Level 2, coaching members through regular one-on-ones and reviews. Monitor performance, analyze trends, and implement improvement actions to ensure SLAs and KPIs are met. Manage rostering and attendance for effective coverage while collaborating with People & Culture, Training, and QA teams. Handle complex customer escalations and build a customer-first culture serving banks and retailers. This hybrid role in Preston requires 3 days onsite with free parking and offers onsite support for internal teams.
Required Qualifications
- Proven experience in a contact centre leadership role
- You enjoy people leadership, coaching and have great communication skills
- Results and data orientated, you can spot the opportunities for improvement
- Strong analytical and problem solving capability, you know how to implement improvements
- Confidence using contact centre systems and tools, including CRM and telephony platforms
- A strong understanding of key contact centre metrics such as AHT, SLA, FCR and CSAT
- Energy, empathy and know how to lead through change
- Open to Australia PR or Citizens
Desired Qualifications
- anything with a technical aspect will be highly regarded
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