Job type
TemporaryLocation
HuddersfieldWorking Pattern
Full-timeSpecialism
Call Centre Operations And ManagementIndustry
Charities & Not For ProfitPay
£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)
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.
