Team Leader Contact Centre

3 weeks ago

Dublin, Ireland Field Management Ireland Full time

Your mission Full on site requirement - Dundrum 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. Your profile Skills & Experience Solid experience in a contact centre leadership or team management role. Strong presence with the confidence to lead, challenge, and motivate others. Excellent communication and influencing skills - able to stand your ground while maintaining respect and fairness. Skilled at managing performance and driving accountability. Organised and data-driven, with good Excel skills for performance tracking and reporting. Resilient and adaptable, thriving under pressure and change. Passionate about people development and delivering great customer outcomes. Familiarity with contact centre tools (CRM, dialler, WFM) is an advantage. INDHP To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.

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