Job Description

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

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

Requirements

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

What’s on Offer

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  Opportunity to join a professional and growing organisation.
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  Supportive and collaborative working environment.
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  Career development and progression opportunities.
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  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.