Contact Centre Team Leader

Our client is seeking a motivated and experienced Contact Centre Team Leader to oversee the daily operations of the contact centre team, ensuring high-quality customer service and the achievement of operational targets.

The successful candidate will supervise agents, monitor performance, manage escalations, and contribute to continuous improvement initiatives within a dynamic customer service environment.

Key Responsibilities

• Act as a main point of support and guidance for contact centre agents.
• Supervise and manage team performance against KPIs and service standards.
• Monitor real-time operations using contact centre systems such as Genesys.
• Handle escalated customer interactions professionally and efficiently.
• Provide coaching, training, and regular performance feedback to team members.
• Manage schedules, attendance, and adherence to operational requirements.
• Analyse performance data and identify opportunities for improvement.
• Prepare operational and performance reports for management.
• Support onboarding and training of new employees.
• Promote a positive, productive, and customer-focused work environment.

Requirements

• Minimum of 2–3 years’ experience within a call centre or customer support environment.
• Previous supervisory or team leadership experience will be considered an asset.
• Proficiency in Microsoft Office applications.
• Experience using Genesys or similar contact centre systems is a strong advantage.
• Excellent verbal and written communication skills.
• Strong analytical, organisational, and problem-solving abilities.
• Ability to work under pressure in a fast-paced environment.
• Strong leadership and interpersonal skills.

What’s on Offer

• Opportunity to join a professional and growing organisation.
• Supportive and collaborative working environment.
• Career development and progression opportunities.
• Competitive remuneration package based on experience.

If you are a driven customer service professional with leadership skills and a passion for operational excellence, we would love to hear from you.