Contact Center Team Lead
CCA Recruitment Group · Belfast, Northern Ireland, United Kingdom
Apply & track with Apply EdgeCustomer Service Team Leader
Do you thrive in a fast-paced contact centre environment where coaching, performance management, and customer experience are at the heart of what you do?We are seeking a motivated and people-focused Customer Service Team Leader to lead a team of Customer Service Advisors, ensuring exceptional service delivery, high colleague engagement, and achievement of key operational targets.The RoleAs a Customer Service Team Leader, you will be responsible for overseeing the day-to-day performance of a busy customer service team. You will inspire, coach and develop your advisors to deliver outstanding customer experiences while achieving service, quality, and productivity objectives.Key ResponsibilitiesLead, motivate and develop a team of Customer Service Advisors.Conduct regular coaching sessions, 1-2-1s, and performance reviews.Monitor and drive performance against KPIs including service levels, quality, customer satisfaction, and productivity.Handle escalated customer enquiries and complaints professionally and efficiently.Create a positive and engaging working environment that promotes high performance.Identify training and development needs across the team.Analyse performance data and implement improvement plans where required.Support recruitment, onboarding and induction of new team members.Work closely with management to deliver operational and customer service objectives.Ensure compliance with company policies, processes, and regulatory requirements.About YouWe're looking for a confident leader who can bring out the best in their team and has a genuine passion for customer service.Essential Skills & Experience:Previous experience as a Team Leader, Supervisor or Manager within a call centre or contact centre environment.Strong people management and coaching skills.Experience managing performance against KPIs and service metrics.Excellent communication and problem-solving abilities.Ability to motivate and develop individuals and teams.Customer-focused with a passion for delivering excellent service.Strong organisational skills and attention to detail.Comfortable using contact centre systems and performance reporting tools.Desirable:Experience within customer service, financial services, utilities, telecommunications or outsourced contact centres.Knowledge of quality monitoring frameworks and customer experience initiatives.What's on Offer?Competitive salaryPerformance-related bonus opportunitiesCareer progression and development opportunitiesComprehensive training programmeSupportive and collaborative cultureGenerous holiday allowancePension schemeEmployee wellbeing initiativesWhy Join Us?This is an excellent opportunity to join a growing organisation that values its people and is committed to delivering exceptional customer experiences. You'll have the chance to make a real impact, develop your leadership career, and help shape the success of a high-performing customer service operation.Apply today if you're ready to take the next step in your contact centre leadership career.