[10/13/2025 A] Senior Team Leader Contact Centre
1 week ago
Your mission Role Overview We're seeking an experienced, resilient Senior Team Leader to assist in the running of the day-to-day o contact centre operation. You'll lead 2 Team Leaders and a Coach/Trainer, ensuring their teams deliver outstanding customer experiences, hit performance targets, and operate efficiently. The role demands agility in a fast-paced environment, strong people leadership, and confident use of data to drive decisions. You may support multiple clients/brands, adapting quickly to different standards, SLAs, and ways of working. Key Responsibilities Lead, support, and develop 2 Team Leaders and 1 Coach/Trainer to deliver training, quality, and frontline performance. Provide direction and hands-on support to drive engagement, service excellence, and results. Set clear goals for Team Leaders and track delivery against KPIs (CSAT/NPS, AHT/productivity, quality, SLAs). Use data and reporting (primarily Excel) to analyse performance, spot trends, and implement improvement plans. Foster a high-performance culture with accountability, resilience, and continuous improvement. Partner with the Coach/Trainer to ensure effective onboarding, ongoing development, and targeted coaching for agents. Champion agile ways of working to respond to changing customer needs, systems, and business priorities. Serve as an escalation point for complex queries, complaints, and operational issues; drive timely resolution. Collaborate with Workforce Planning, HR, Quality, and other functions to ensure smooth delivery. Lead regular briefs, performance reviews, and 1:1s; provide clear feedback and growth plans. Support recruitment, onboarding, and succession planning to build strong leadership and talent pipelines. Flex across multiple client/brand workstreams when required, ensuring compliance with varying processes and SLAs. Your profile Skills & Experience Proven contact centre leadership experience, ideally leading Team Leaders or equivalent. Strong people management with a track record of coaching and developing leaders/specialists. Agility and resilience in managing change, pressure, and shifting priorities. Excellent communication and stakeholder skills across all levels. Advanced Excel skills (pivot tables, lookups, dashboards) with the ability to translate data into action. Experience in a target-driven, customer-focused environment (multi-channel/high-volume preferred). Balance of strategic thinking and hands-on operational delivery. Familiarity with contact centre tech (CRM, dialler, WFM) is beneficial. Exposure to or implementation of agile methodologies is an advantage. What We Offer Competitive salary and performance-based bonus. Opportunities for career development and progression. A supportive, forward-thinking environment with access to training and continuous learning. Exposure to multiple clients/brands, broadening your experience and leadership impact. 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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