Contact Team Leader

Job title: Contact Centre Team Leader

Location: Droitwich

Pay: Depending on Experience

Hours: Full Time Hours: 09:00 – 17:00 / 11:00 – 19:00 (Weekly Rotating) plus 2 weekend days per month.

Contract: Permanent



Pertemps are seeking a Contact Centre Team Leader in the Droitwich area. Our client is a well-established furniture company with over 20 years of industry success. Our client is seeking an experienced and dynamic Contact Centre Team Leader to join their growing team. Monday to Friday 9.00am to 19.00pm and weekend opening hours are Saturday 09.30am to 16.30pm and Sunday’s 09.30am to 14.00pm. This role offers an exciting opportunity to lead a high-performing team, ensure exceptional customer service, and make a real impact within a thriving business.

The role involves assisting the Contact Centre Manager regarding the day-to-day duties of running a successful contact centre. Ensuring all relevant coaching and support is given, ensuring the departmental procedures are adhered to in with regards to booking and reviewing appointments via telephone enquiries with customers and Product Specialist. This is an excellent opportunity for the right person to make a positive impact to the business.


The day to day responsibilities of a Contact Centre Team Leader will be:

• Motivate and lead the team to achieve targets and organise monthly team incentives.
• Drive exceptional customer service standards and adherence to departmental processes.
• Manage HR-related processes within the team.
• Create, deliver, and maintain training and development plans for team members.
• Review call performance data, implement necessary actions, and ensure compliance.
• Organise and lead team meetings and workshops.
• Adapt and update training materials and processes to meet business needs.
• Handle incoming customer inquiries and convert them into appointments.
• Follow up on unconverted leads, reschedule appointments, and maintain accurate records.
• Occasionally travel to the client’s sister contact centre in Droitwich when needed.

The requirements for a Contact Centre Team Leader will be:
 

• Experience in a similar role within a contact centre environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Strong customer service skills and a passion for delivering results.
• Excellent written, numerical, and verbal communication skills.
• A high level of attention to detail and the ability to work under pressure.
• A positive, solutions-focused approach with the ability to work on your own initiative.

Our client is a well-established and reputable company where you’ll have the opportunity to lead and shape a team, ensuring their continued success. This is a fantastic opportunity to develop your leadership career within a supportive and dynamic environment.


If you have similar/transferable experience and are looking for your next role, please apply today or contact Pertemps Worcester.