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Contact Centre Supervisor

Salary Up to £25000.00 per annum
Location Leicester, Leicestershire
Job Type Permanent Jobs
Job Ref HQ00072963
Published about 1 month ago

Job Description


Macildowie are currently recruiting for a Contact Centre Team Leader working for a business based in Leicester. The Contact Centre Team Leader will be responsible for delivering sales and service excellence to all of our customers through effective management of a team. The role will involve managing inbound and outbound calls within the business in order to achieve and exceed the business KPIs consistently. The Contact Centre Team Leader will also be responsible for managing a range of operational activities that ensure we deliver a great holiday experience to all of our customers.

This is a full time permanent position Monday to Friday.


Leading a team of contact centre agents to deliver sales and service excellence

Driving performance to achieve and exceed I consistently

Setting, recording and managing the daily, weekly and monthly activities of the contact centre agents

Responsibility for providing insight to manage the call centre team

Providing data and analysis to make business decisions

Developing the team through 121 coaching and training
Monitoring call quality to ensure all staff deliver the required standard of sales and service

Resolving any Customer Service issues that may arise with minimal cost without compromising the customer experience

Identifying areas for improvement within the Contact Centre team and pro-actively taking action to address them

Responsibility for managing relationships between other regional offices and functions

Identify opportunities to enhance the product offering

Always put the customer first in everything we do

Deliver a professional service, be enthusiastic and positive and help make DAE a great place to work


Experience of a leading a sales and service team within a contact centre
Exceptional motivational skills and experience of leading by example
Excellent communication skills both verbal and written
Effective negotiation and sales skills
Strong analytical skills
Ability to effectively manage through the team as well as being able to be hands on as and when required
Customer focused with the ability to immediately resolve any issues
Highly motivated, enthusiastic and confident and able to take initiative and lead from the front
Excellent PC Skills
Ability to multi-task and thrive under pressure
Strong inter-personal and organisation skills
Flexibility to adapt in a changing environment
Ability to manage time effectively in order to arrange workload and prioritise key tasks
Knowledge and experience of the travel and/or timeshare sector would be ideal but not essential
To be hardworking, positive committed leader and determined to be successful

Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.

Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process. After applying for this role you'll be sent a request for your consent to hold your data on our systems. If you would like information on how we will process your data please go to our website and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.

Job Location

Showing approximate location of 'Leicester, Leicestershire'