Contact Centre Team Leader

About the role

We are seeking a motivated Contact Centre Team Leader to manage a dynamic team in our Wythenshawe office. You will inspire, coach, and develop staff to deliver outstanding customer experiences while meeting performance targets.

Key responsibilities

• Build and implement success plans for the team.
• Evaluate shift performance, identify improvement areas and drive KPI achievement.
• Assess skill levels, create remedial plans and support personal development.
• Inspire and engage the team using effective leadership tools.
• Conduct individual coaching sessions to raise performance standards.
• Identify and remove barriers to success for both individuals and the collective team.
• Collect, analyse and report on customer experience, skill metrics and effectiveness.
• Contribute to operational action plans, process and system improvements.
• Provide regular reporting and analysis of team performance.
• Manage competencies for self and team while ensuring a fantastic customer experience.

Required profile

• Proven experience leading a contact‑centre team to success.
• Track record of delivering against metrics and KPIs.
• Demonstrated ability to influence growth and improve individual performance.
• Experience with sales and coaching methodologies.
• Strong attention to detail and analytical reporting skills.
• Excellent time and task management.

Required skills

What we offer

• Permanent, full‑time contract (40 hours per week) with rotating shifts.
• Salary range £30,000 – £33,000 DOE plus benefits.
• Office‑based role in Wythenshawe, Manchester.
• Opportunities for professional development and career progression.