Call Centre Team Leader (Inbound Sales)

Great agents need great coaching, and this insurance contact centre in Worcester wants you to provide it. It's the kind of job where doing the basics well every day gets you noticed.

You'll report in Worcester. Relocation is not covered for this one.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.

• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising
• You can give tough feedback kindly and follow through
• Written English good enough for client reports

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

• Management development programme
• Laptop and data for remote reporting days
• Team performance bonus paid quarterly

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.