Sales Contact Centre Team Leader - Join Our Leadership Team!
£30,000 - £35000
Didsbury Manchester
Full-Time | Managing 1 Team Leader & ~10 Agents
We're looking for an experienced and inspiring Senior Team Leader to help drive performance, elevate customer experience, and create a positive, supportive team culture. If you're passionate about coaching others, leading from the front, and influencing operational success, this role is for you.
🌟 About this a Sales Contact Centre Team Leader Role
As a Senior Team Leader, you'll provide day-to-day leadership to a small but high-performing operational unit.
You'll support and develop a Team Leader, coach frontline agents, and act as a crucial link between operational teams and senior management. Your leadership will help create structure, consistency, and a motivated team environment.
🔑 Key Responsibilities for this Senior Sales Contact Centre Team Leader
Leadership & People Management
Provide daily guidance and leadership to the Team Leader and agents.
Carry out regular 1:1s, supporting performance, wellbeing, and development.
Role model fairness, professionalism, and consistent behaviours.
Support both TL and agents with attendance, conduct, and performance matters.Coaching & Development
Coach the Team Leader on leadership capability, coaching quality, and people management.
Support agents through call listening, side-by-side coaching, and skills development.
Identify training needs and produce development plans.
Ensure accurate and consistent coaching documentation.Operational Excellence
Oversee daily KPIs including conversion, quality, productivity, and attendance.
Manage real-time performance, queues, and workflow throughout the day.
Allocate tasks, breaks, and skill resources to protect service levels.
Provide hands-on customer support during busy periods.Quality & Compliance
Ensure processes, scripts, and compliance requirements are met.
Work with the Team Leader to complete audits and implement quality action plans.
Tackle recurring quality issues through coaching or refresher training.Communication & Stakeholder Engagement
Act as a key link between frontline teams and senior leadership.
Communicate business updates, changes, and priorities clearly.
Provide feedback upward on risks, successes, and operational needs.
Partner with L&D, QA, and other support teams.Performance Management
Track performance trends across daily, weekly, and monthly metrics.
Support and lead performance improvement plans where needed.
Proactively address issues before they impact results.Wellbeing & Team Culture
Promote a supportive, positive environment focused on wellbeing and success.
Recognise early signs of stress or burnout and take appropriate action.
Encourage team recognition, appreciation, and open communication.Continuous Improvement
Identify process gaps or customer pain points and lead improvement initiatives.
Collaborate with the TL and agents to develop improvement ideas.
Support pilot activity and new process rollouts.Absence, Conduct & ER Support
Lead return-to-work meetings, welfare checks, and absence documentation.
Support conduct investigations and ensure policies are applied consistently.
Provide guidance on complex ER situations.🎯 Who We're Looking For a Senior Sales Contact Centre Team Leader
A confident leader with experience managing operational teams.
Strong coaching ability with a passion for developing others.
A calm, structured, solutions-focused approach.
High standards for customer experience, performance, and quality.
Someone who thrives in a fast-paced environment and leads by example.💼 Why Join Us as a Senior Sales Contact Centre Team Leader?
Opportunity to shape team culture and develop leadership capability in others
A supportive environment that values wellbeing and continuous growth
The chance to make a real impact on operational successDisclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database
