Concentrix
Contact Centre Team Leader
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Contact Centre Team Leader
Job Title
Contact Centre Team Leader
Job Description
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.
Contact Centre Team Leader
Full-Time | 40 Hours per Week
Salary: £27,120 per year
Are you an experienced people leader who enjoys bringing out the best in others?
We’re looking for a Contact Centre Team Leader to lead, coach, and support a team of customer service advisors in a fast-paced environment. This is a great opportunity for someone who is passionate about people development, customer experience, and driving team performance.
As a Team Leader, you’ll play a key role in creating a positive, motivated team culture while helping your team achieve service and performance targets. If you’re confident managing day-to-day operations, handling escalations, and coaching individuals to success, we’d love to hear from you.
What you’ll be doing
Leading a high-performing team
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- Supervise the day-to-day performance of a team of contact centre advisors
- Create a positive, supportive, and engaging team environment
- Lead by example to encourage high standards and strong customer outcomes
Coaching and developing colleagues
- Provide regular feedback, coaching, and one-to-one support
- Identify development needs and help team members grow in confidence and capability
- Support new starters and ongoing learning within the team
Managing performance and service delivery
- Monitor KPIs, quality, and productivity metrics
- Take action to improve performance where needed
- Help ensure service levels and customer expectations are consistently met
Supporting daily operations
- Manage escalations and help resolve customer or process issues
- Work closely with other leaders and support functions
- Contribute ideas to improve team performance and the customer experience
What we’re looking for
Leadership Experience
- Previous experience leading or supervising a team, ideally in a contact centre or customer service environment
- A confident and motivating leadership style
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Strong People Skills
- Excellent communication and interpersonal skills
- Ability to coach, influence, and support a wide range of personalities
Organised and performance-focused approach
- Able to prioritise workloads, manage competing demands, and stay calm under pressure
- Comfortable working with targets, service levels, and performance measures
Positive mindset
- Proactive, flexible, and solutions-focused
- Passionate about delivering great service and helping others succeed
Why join us?
Make a real impact
- Lead a team, shape performance, and influence the customer experience every day
Develop your career
- Build your leadership experience in a busy and rewarding environment
- Gain opportunities to grow and progress
Be part of a supportive team
- Join a workplace that values collaboration, accountability, and continuous improvement
Ready to take the next step in your leadership career?
Apply now to join us as a Contact Centre Team Leader.
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