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BPOpermanentonsite
BPO Operations Team Leader
Birmingham, UK · £28k–£34k p.a.
About the role
About the role
A Birmingham contact centre is expanding its utilities billing operation and needs a Team Leader who can manage advisors, hit first-contact resolution targets, and reduce avoidable escalations.
This is a permanent role with a genuine path to Operations Manager within 18 months.
What the day looks like
You will run daily stand-ups, handle real-time floor management, own quality scoring for your team, and meet weekly with the Operations Manager on performance trajectory.
Requirements
- 2+ years leading a team in a BPO or contact centre environment
- Experience in utilities, telecoms, or financial services billing
- Strong floor management and intraday planning skills
- Comfortable with speech analytics and quality monitoring tools
- Demonstrable attrition management with below-average team churn in previous roles
What is on offer
- 28 days holiday plus bank holidays
- Discretionary bonus up to 10%
- On-site parking
- Clear progression track to Operations Manager