Contact Centre Team Leader

Job Title: Contact Centre Team Leader Job Description The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. **Contact Centre Team Leader** **Full-Time | 40 Hours per Week** **Salary: £27,120 per year** Are you an experienced people leader who enjoys bringing out the best in others? We’re looking for a **Contact Centre Team Leader** to lead, coach, and support a team of customer service advisors in a fast-paced environment. This is a great opportunity for someone who is passionate about **people development**, **customer experience**, and **driving team performance**. As a Team Leader, you’ll play a key role in creating a positive, motivated team culture while helping your team achieve service and performance targets. If you’re confident managing day-to-day operations, handling escalations, and coaching individuals to success, we’d love to hear from you. What you’ll be doing -------------------- **Leading a high-performing team** * Supervise the day-to-day performance of a team of contact centre advisors * Create a positive, supportive, and engaging team environment * Lead by example to encourage high standards and strong customer outcomes **Coaching and developing colleagues** * Provide regular feedback, coaching, and one-to-one support * Identify development needs and help team members grow in confidence and capability * Support new starters and ongoing learning within the team **Managing performance and service delivery** * Monitor KPIs, quality, and productivity metrics * Take action to improve performance where needed * Help ensure service levels and customer expectations are consistently met **Supporting daily operations** * Manage escalations and help resolve customer or process issues * Work closely with other leaders and support functions * Contribute ideas to improve team performance and the customer experience What we’re looking for ---------------------- **Leadership experience** * Previous experience leading or supervising a team, ideally in a **contact centre** or **customer service** environment * A confident and motivating leadership style **Strong people skills** * Excellent communication and interpersonal skills * Ability to coach, influence, and support a wide range of personalities **Organised and performance-focused approach** * Able to prioritise workloads, manage competing demands, and stay calm under pressure * Comfortable working with targets, service levels, and performance measures **Positive mindset** * Proactive, flexible, and solutions-focused * Passionate about delivering great service and helping others succeed Why join us? ------------ **Make a real impact** * Lead a team, shape performance, and influence the customer experience every day **Develop your career** * Build your leadership experience in a busy and rewarding environment * Gain opportunities to grow and progress **Be part of a supportive team** * Join a workplace that values collaboration, accountability, and continuous improvement **Ready to take the next step in your leadership career?** **Apply now** to join us as a **Contact Centre Team Leader**. Location: Manchester -Bredbury - Paul House Language Requirements: Time Type: Full time2026-04-28