Contact Centre Operations Team Leader
| Dyddiad hysbysebu: | 23 Mai 2025 |
|---|---|
| Cyflog: | £30,000 i £33,000 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 20 Mehefin 2025 |
| Lleoliad: | West Midlands, B37 7YB |
| Cwmni: | BCA Group |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | ORG3669-BCALEOCTL002 |
Crynodeb
Contact Centre Operations Team Leader
Location: Solihull, Birmingham
Salary: £33,000 basic, plus 25 days annual leave
Job status: Permanent
Mon -Fri 40hr week
About BCA
BCA is the leading name in Europe’s vehicle remarketing industry, proudly part of the Constellation Automotive Group family, which includes well-known brands such as cinch and WeBuyAnyCar.com. We are in an exciting phase of exponential growth, driven by a key digital transformation journey. Through strategic acquisitions, simplification, and relentless innovation, BCA is set to accelerate its growth, supported by industry-leading technology. We boast a nationwide team of logistics and inspection professionals and offer a comprehensive range of integrated services to support our customers throughout the entire fleet management process.
Role Overview
We are seeking a driven and experienced Operations Team Leader to lead one of our four Operational Circuit Teams. Operating much like a high-volume contact centre, our teams coordinate daily with hundreds of professional drivers across the UK. This is not just about logistics—it’s about leadership in a fast-paced, communication-heavy environment.
The successful candidate will bring proven experience in managing contact centre operations, with a strong focus on call handling performance, KPI management, and operational efficiency. You’ll be accountable for improving call response times, driving down call waiting metrics, and delivering consistent service quality across your team.
This role suits a confident, analytical, and highly organised individual who thrives in a people-first, target-driven setting.
Key Responsibilities
Contact Centre Leadership & Performance:
Lead a high-performing team within a logistics coordination environment, operating as a contact centre handling a high volume of inbound driver calls daily.
Drive improvements in key call centre metrics such as average wait time, call abandonment rates, first-call resolution, and overall service levels.
Monitor real-time performance and coach team members to ensure consistent achievement of individual and team KPIs.
Utilise workforce management tools and systems to forecast demand and schedule team resource effectively.
Team & Resource Management:
Structure and develop your team to ensure optimal resource allocation and operational coverage.
Motivate, coach, and support your team to achieve high levels of performance and service delivery.
Conduct performance reviews and lead from the front to drive engagement, development, and accountability.
Operational Efficiency & Process Improvement:
Continually review and refine processes to improve response times and service delivery, reducing inefficiencies in the call flow and coordination systems.
Ensure your team adheres to established procedures, quality standards, and compliance expectations.
Collaboration & Customer Experience:
Liaise closely with driver operations teams to support the timely coordination and execution of tasks.
Maintain exceptional internal and external customer communication standards, ensuring professionalism, clarity, and consistency across all contact points.
What We’re Looking For
Demonstrable experience managing a high-volume contact or call centre operation, ideally within a logistics or service-driven environment.
A results-oriented leader with a proven track record of improving call performance metrics, team engagement, and service standards.
Strong analytical skills to interpret data, identify trends, and implement performance-driving actions.
Excellent communication, coaching, and team-building skills.
Ability to remain calm and effective under pressure in a fast-paced, reactive environment.
Why Join Us?
This is a key leadership role with a direct impact on our operational success and customer satisfaction. You will be joining a forward-thinking, technology-enabled business that values innovation, development, and collaboration. We offer a competitive salary, clear progression opportunities, and the chance to be part of a fast-growing logistics network at the heart of the automotive industry.
Location: Solihull, Birmingham
Salary: £33,000 basic, plus 25 days annual leave
Job status: Permanent
Mon -Fri 40hr week
About BCA
BCA is the leading name in Europe’s vehicle remarketing industry, proudly part of the Constellation Automotive Group family, which includes well-known brands such as cinch and WeBuyAnyCar.com. We are in an exciting phase of exponential growth, driven by a key digital transformation journey. Through strategic acquisitions, simplification, and relentless innovation, BCA is set to accelerate its growth, supported by industry-leading technology. We boast a nationwide team of logistics and inspection professionals and offer a comprehensive range of integrated services to support our customers throughout the entire fleet management process.
Role Overview
We are seeking a driven and experienced Operations Team Leader to lead one of our four Operational Circuit Teams. Operating much like a high-volume contact centre, our teams coordinate daily with hundreds of professional drivers across the UK. This is not just about logistics—it’s about leadership in a fast-paced, communication-heavy environment.
The successful candidate will bring proven experience in managing contact centre operations, with a strong focus on call handling performance, KPI management, and operational efficiency. You’ll be accountable for improving call response times, driving down call waiting metrics, and delivering consistent service quality across your team.
This role suits a confident, analytical, and highly organised individual who thrives in a people-first, target-driven setting.
Key Responsibilities
Contact Centre Leadership & Performance:
Lead a high-performing team within a logistics coordination environment, operating as a contact centre handling a high volume of inbound driver calls daily.
Drive improvements in key call centre metrics such as average wait time, call abandonment rates, first-call resolution, and overall service levels.
Monitor real-time performance and coach team members to ensure consistent achievement of individual and team KPIs.
Utilise workforce management tools and systems to forecast demand and schedule team resource effectively.
Team & Resource Management:
Structure and develop your team to ensure optimal resource allocation and operational coverage.
Motivate, coach, and support your team to achieve high levels of performance and service delivery.
Conduct performance reviews and lead from the front to drive engagement, development, and accountability.
Operational Efficiency & Process Improvement:
Continually review and refine processes to improve response times and service delivery, reducing inefficiencies in the call flow and coordination systems.
Ensure your team adheres to established procedures, quality standards, and compliance expectations.
Collaboration & Customer Experience:
Liaise closely with driver operations teams to support the timely coordination and execution of tasks.
Maintain exceptional internal and external customer communication standards, ensuring professionalism, clarity, and consistency across all contact points.
What We’re Looking For
Demonstrable experience managing a high-volume contact or call centre operation, ideally within a logistics or service-driven environment.
A results-oriented leader with a proven track record of improving call performance metrics, team engagement, and service standards.
Strong analytical skills to interpret data, identify trends, and implement performance-driving actions.
Excellent communication, coaching, and team-building skills.
Ability to remain calm and effective under pressure in a fast-paced, reactive environment.
Why Join Us?
This is a key leadership role with a direct impact on our operational success and customer satisfaction. You will be joining a forward-thinking, technology-enabled business that values innovation, development, and collaboration. We offer a competitive salary, clear progression opportunities, and the chance to be part of a fast-growing logistics network at the heart of the automotive industry.