Team Leader - Call Centre (12 Month FTC)
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About KBR and the Project
KBR’s Estates Intelligence is a leading force in public sector Assurance, providing cutting-edge technical platforms and professional services. We support central government and specialist departments in effectively managing delivery, to achieve their strategic goals.
About the Role
We’re looking for a confident, motivated Team Leader to guide and develop a team of Operators within our busy Call Centre environment. This role is perfect for someone who thrives on supporting people, driving performance, and keeping operations running smoothly.
As a Team Leader, you’ll communicate company goals, uphold safety practices, manage deadlines, and act as the first point of escalation for queries and issues. You’ll also provide essential first‑line support to management through regular updates, monthly 1:1s, and clear communication of contract changes and requirements.
Role Responsibilities:
Leading your team — Line‑manage a team of Operators, answering questions, offering guidance, and providing regular feedback.
Delivering monthly 1:1s — Prepare and conduct structured performance and development meetings.
Coaching for quality — Provide documented coaching sessions and quality feedback across calls, emails, and dip checks.
Monitoring performance — Track key metrics including Service Level, Call Abandonment, and Call Quality.
Developing your team — Support Operators through the 4‑tier skill progression scheme and maintain high competency levels.
Ensuring contract excellence — Build strong knowledge of contract requirements and ensure SLA/KPI compliance.
Driving motivation — Create a positive, engaged team culture.
Supporting recruitment — Participate in assessment centres and hiring processes.
Championing company values — Lead by example and inspire others to do the same.
Managing systems — Develop expertise in Concept Evolution, Maximo, SharePoint and other FM applications.
Handling escalations — Act as the first escalation point for issues and keep management informed.
Supporting operations — Execute BCDR processes and diagnose telephony/system outages.
Completing admin processes — Manage chase, escalation and other administrative workflows
Collaborating with management — Attend benchmarking sessions and support operational initiatives.
What You’ll Bring
Experience in customer service and supervisory/leadership roles.
Excellent communication, coaching, and people‑management skills.
A reliable, responsible, and results‑driven approach.
Ability to role‑model professional behaviours at all times.
Strong organisational skills and the ability to work flexibly.
Confidence using PowerPoint, Excel, and Word.
This role is based Full-Time at Swindon and includes participation in the OOH weekend rota (approx. 1 in 6 weekends) and the OOH On‑Call rota.