Customer Services Team Leader

Customer Services Team Leader Call Centre & Customer Service Team Leader Dublin Permanent / Full Time 9/10/ Minimum 2 years team Leader Supervisory experience within a callcentre Automotive or insurance industry background is a strong advantage Strong background in customer service and conflict resolution Customer Service Team Leader Department: Call Centre Operations Reports To: Call Centre Supervisor: Full-Time, 37 Hours per Week Job Overview We’re looking for an energetic, driven, and people-focused Customer Service Team Leader to lead a team of service representatives in a busy and fast-paced call centre environment. You will be accountable for team performance, service quality, and team development driving results while fostering a culture of collaboration and service excellence. This is a hands on role ideal for someone who thrives in motivating others and making a real impact on both customers and employees. Key Responsibilities Leadership & Team Management Supervise a team of Customer Service Representatives, promoting a high-performance culture. Plan and manage team rotas and resource allocation to meet daily service level targets. Set clear performance goals and monitor team/individual performance against KPIs. Maintain accurate and up-to-date employee records, including attendance, timekeeping, leave, performance reviews, and disciplinary actions. Ensure compliance with HR processes and collaborate closely with HR when needed. Operational Oversight Drive productivity and quality assurance in line with call centre standards. Review and edit written customer correspondence to maintain service quality. Provide hands-on support in managing complex customer queries and technical escalations. Monitor call queues and callbacks, ensuring effective handling in accordance with SLAs. Analyse performance data and prepare regular reports for the Call Centre Supervisor/Customer Service Manager. Coaching, Development & Support Deliver consistent coaching, feedback, and one-to-one development sessions. Conduct regular performance appraisals and identify opportunities for growth and training. Lead by example by promoting positivity, accountability, and a customer-first approach. Support recruitment and onboarding processes for new team members. Ensure effective communication across all team levels via meetings, briefings, and check-ins. Skills, Experience & Qualifications Proven experience in a Team Leader or Supervisory role within a contact/call centre. Strong background in customer service and conflict resolution. Excellent written and verbal communication skills, with business writing experience. Proficient in Microsoft Office (Excel, Word, Outlook) and comfortable with CRM/ticketing systems. Analytical mindset with the ability to interpret data and translate into action plans. Strong interpersonal and coaching skills with a collaborative leadership style. Automotive or insurance industry background is a strong advantage. Working Hours & Shifts The role operates on a rotating shift basis during the call centre’s operating hours: Call Centre Hours: Monday to Thursday: 8:00 AM – 8:00 PM Friday: 8:00 AM – 6:00 PM Rotating Shifts (Team Leaders): 7:30 AM – 4:30 PM 9:00 AM – 5:30 PM 12:00 PM – 8:00 PM (Friday until 6:00 PM) On Offer A dynamic work environment where your leadership makes a tangible impact. Opportunities for professional development and progression. Inclusive, people-first company culture. Competitive salary and benefits package. If you are living in Ireland and hold a VALID WORK PERMIT, we would love to hear from you, if however, you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search.Celtic Careers is proud to be an Equal Opportunity Employer.