CONTACT CENTRE TEAM LEADER

MANCHESTER – HYBRID

UP TO £35,000 + £45,000 OTE + GREAT BENEFITS

THE OPPORTUNITY:

Get Recruited are working exclusively with a well-established, customer-focused business that's looking for an experienced Contact Centre Team Leader to join their team.

This is an exciting opportunity to lead a team in a fast-paced environment where customer experience and commercial performance go hand in hand. The team currently manages a mix of inbound and outbound customer interactions, but the business is now placing a greater emphasis on growing its outbound sales activity.

They're looking for a hands-on people leader who can inspire, coach and develop advisors to become more confident in outbound sales. This isn't a role where you'll be expected to make sales calls yourself, but you'll need to have a strong background in outbound sales so you can effectively mentor and motivate the team to maximise opportunities and drive performance.

This is a great opportunity for someone from a sales, loyalty, retention, customer service operations, team leader, sales team leader or similar role.

THE ROLE:

• Lead, coach and motivate a team to achieve sales, retention and customer service targets.
• Drive a stronger outbound sales culture by building confidence and engagement across the team.
• Support advisors with consultative selling techniques and help maximise every customer opportunity.
• Monitor individual and team performance, using coaching and regular 1-2-1s to improve results.
• Analyse performance data to identify trends and areas for improvement.
• Support targeted outbound campaigns and ensure they are delivered effectively.
• Create a positive, high-performing team environment where people feel supported and accountable.
• Work closely with training, quality and operational teams to continuously improve performance.
• Handle escalated customer issues where required.
• Support workforce planning and ensure service levels are maintained.
• Lead the team through change and encourage continuous improvement.

EXPERIENCE REQUIRED:

• Previous Team Leader or management experience.
• A background in sales, with hands-on outbound sales experience.
• B2C experience would be preferred.
• Experience coaching and development to improve sales performance.
• Strong communication and leadership skills.
• Commercially minded with the ability to drive performance through coaching rather than direct selling.
• Confident analysing performance data and identifying opportunities for improvement.
• Resilient, organised and able to positively influence others.
• Flexible and willing to work occasional weekend shifts (typically around one weekend per month). Time worked at the weekend is balanced with reduced hours during the week, helping to maintain a healthy work-life balance.

BENEFITS:

• 36 days annual leave.
• Enhanced pension.
• Private healthcare and dental.
• Life assurance.
• Employee Assistance Programme.
• Retail discounts.
• Enhanced family leave.
• Cycle to Work scheme.
• Regular team social events.

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