Contact Centre Operations Team Leader

Do you currently work / have you previously worked for part of the Constellation Automotive Group? Including cinch, BCA, We Buy Any Car and Marshall Motor Group *

Upload your CV *

Drop files here to upload, or click to browse.

Address Information

Street Address *

City *

County *

Country *

Postcode *

About My Application

• I confirm that my details are complete and correct
• I confirm I have the right to work in the country where this job is based
• Job Reference: BCALEOCTL002

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

• 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.
• 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.

#J-18808-Ljbffr

Full job description from WhatJobs. Apply for this role →