Contact Center Team Leader

About the role

The Contact Center Team Leader will oversee inbound and outbound support for banking and finance clients, serving customers in the UK and ROI. You will manage a team of up to 15 agents, ensuring performance aligns with client contracts and company objectives.

Key responsibilities

• Lead a team of 1‑15 agents, monitoring individual performance against KPIs and contractual targets.
• Conduct call monitoring, provide feedback, and ensure compliance with quality frameworks.
• Maintain floor discipline, adherence to policies, and manage attendance according to company procedures.
• Present performance metrics to senior stakeholders and develop action plans for under‑performance.
• Identify coaching and training needs, delivering appropriate development to staff.
• Handle escalated performance and quality issues.
• Coordinate multiple projects assigned by senior management and liaise with clients and internal stakeholders.

Required profile

• Minimum 2 years of team‑management experience in a contact‑center environment.
• Strong leadership, motivational and decision‑making abilities.
• Excellent communication, presentation and negotiation skills.
• Commercial awareness and customer‑centric mindset.
• Ability to work independently, manage time effectively and inspire a team.

Required skills

What we offer

• Full‑time, flexible schedule with a rotational Saturday shift (40 hours/week).
• Competitive salary of £30,680 per annum.
• Opportunity to work with leading banking and finance clients in a regulated market.