Role Overview

We’re looking for a confident and proactive Team Leader to help run the day-to-day contact centre operation. You’ll lead and support 2 Trainee Team Leaders and a Coach/Trainer, ensuring their teams deliver excellent customer experiences and meet performance targets.

This role suits someone who’s hands-on, assertive, and comfortable leading from the front. You’ll be the go-to person on the floor — supporting, challenging, and guiding others to perform at their best in a fast-paced, target-driven environment. You may support multiple clients/brands, adapting to different standards, SLAs, and processes.

Key Responsibilities

• Lead and support 2 Trainee Team Leaders and 1 Coach/Trainer to drive performance, quality, and engagement.

• Be visible and hands-on on the floor, providing daily direction, feedback, and support to your teams.

• Set clear expectations and hold teams accountable for achieving KPIs (CSAT/NPS, productivity, quality, SLAs).

• Use performance data (primarily in Excel) to monitor results and take action where needed.

• Build a strong, positive team culture focused on accountability, learning, and continuous improvement.

• Work closely with the Coach/Trainer to ensure consistent onboarding, coaching, and skills development.

• Handle escalations, performance challenges, and difficult conversations with confidence and fairness.

• Collaborate with Workforce Planning, HR, and Quality to ensure smooth daily operations.

• Lead team huddles, one-to-ones, and performance reviews, giving clear and constructive feedback.

• Support recruitment, onboarding, and team development to strengthen leadership and capability.

• Flex across different client/brand workstreams as required, ensuring compliance with their standards and SLAs.