Team Leader – Contact Centre (Belfast)

About the role

As a Team Leader, you will work alongside current Team Leaders, the wider management team, and the Head of Service Delivery to ensure the highest levels of customer satisfaction, loyalty, and retention. You will achieve excellent service levels through innovative solutions, highly trained staff, and a clear customer focus.

Key responsibilities

• Supervise service delivery team members handling inbound and outbound calls, emails and other tasks.
• Coach the team to develop individuals and provide best‑in‑class customer experience.
• Oversee office management and lead People Cycle reviews for team members.
• Provide subject‑matter expertise for business operations in Northern Ireland and lead ad‑hoc projects linked to the annual business plan.
• Identify process and customer experience improvements and conduct regular 1:1 performance meetings.
• Manage performance including return‑to‑work meetings, absence management, probation reviews and performance improvement plans.
• Ensure team goals and KPIs are met while driving quality conversations that exceed expectations and meet commercial goals.
• Handle daily workforce management to ensure efficient tasking and collaborate with the planning team for service‑level delivery.
• Engage in continuous improvement activities, recruitment and onboarding; communicate company performance; develop a training strategy for the team.

Required profile

• Experience in first‑line leadership or management, comfortable with a remote manager.
• Positive, proactive mindset with the ability to manage a variety of internal and external stakeholders.
• Excellent forward‑planning and time‑management skills.
• Passionate about people, open and honest, and skilled at giving and receiving feedback.
• Ability to create a culture of openness and continuous improvement.
• Decision‑maker who drives performance; strong interpersonal skills, empathy and rapport.
• Sets high standards and ambitious goals.