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.

• → 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.

• 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.

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