Contact Centre Team Leader

4729717
  • Job type

    Temporary
  • Location

    Huddersfield
  • Working Pattern

    Full-time
  • Specialism

    Call Centre Operations And Management
  • Industry

    Charities & Not For Profit
  • Pay

    £14.50/hour (in hour) / £15.50/hour (out of hours)

Contact Centre Team Leader | Temporary | Huddersfield | Non-for-profit

Contact Centre Team Leader – (3 months temporary)
37.5 hours per week (Monday – Sunday available 8am – 12am)
£14.50/hour (8am-6pm Mon to Fri), £15.50/hour (6pm-6am Mon to Fri and all-day Sat/Sun)

Here at Hays, we are working with a large non-for-profit who support healthcare services across West Yorkshire to recruit a Contact Centre Team Leader on a 3-month temporary basis. They operate on a 24/7-hour basis all year round and are committed to providing high-quality care. For the role of Contact Centre Team Leader, we are seeking an experienced individual to supervise and support the contact centre staff.

Proven experience in a Team Leader role is essential, with a track record of managing performance and promoting continuous improvement and staff development.

Key Responsibilities
  • Supervise Contact Centre Agents and Controllers to meet KPIs and service standards
  • Deliver staff training and support, including on-the-job coaching (e.g. SystmOne, call handling)
  • Manage HR-related issues such as sickness absence and performance reviews
  • Maintain and update Standard Operating Procedures (SOPs)
  • Conduct audits of inbound/outbound calls and report findings
  • Lead DATIX investigations and share outcomes appropriately
  • Collaborate with the Service Manager to ensure operational excellence
Experience & Qualifications Required:
  • Experience supervising staff and managing performance
  • Proven experience with ER related cases, e.g. performance/absence management
  • Strong communication and team-building skills
  • Proficiency in Microsoft Office and IT systems
  • Ability to motivate teams and deliver training
  • Knowledge contact centre environments
  • Familiarity with systems like SystmOne, RotaMaster, AccuRx
  • Skills in report writing, conflict resolution, and data analysis

If you have proven team leadership experience in a contact centre environment and are immediately available, please click ‘apply’. This is a 3-month temporary assignment initially, but there may be a chance for extension for the right candidate.

Apply for this job

Talk to Ashton Naar, the specialist consultant managing this position

Located in Leeds, 5th Floor, Broad Gate, 1 The HeadrowTelephone 01132003725
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