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.

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