Contact Centre Team Lead (Client Service)

About the role

The Contact Centre Team Lead leads and develops a team of customer service professionals delivering exceptional customer experiences while meeting operational, quality and productivity targets. The role covers day-to-day contact centre operations, performance management, coaching and employee development, and supports digital, automation and AI-driven improvements. It is a hybrid position.

Key responsibilities

• Lead daily operations of the contact centre team so enquiries are handled accurately, professionally and within service standards.
• Set team goals, communicate priorities and monitor performance against SLAs, quality standards and operational targets.
• Run regular one-to-one coaching, team huddles, performance reviews and development discussions.
• Review call and case quality, identify capability gaps and work with Training and Quality Assurance on interventions.
• Guide complex cases and manage escalated enquiries and complaints through investigation, resolution and service recovery.
• Analyse performance trends, prepare regular reports and recommend actions to improve customer satisfaction, quality, productivity and efficiency.
• Ensure staff comply with policies, procedures, data protection and regulatory standards.
• Support onboarding, knowledge checks and development of new and existing team members.
• Partner with Operations, Quality Assurance, Training, Workforce Management, HR and business stakeholders on issues and change.
• Maintain accurate team records on attendance, coaching, performance and quality findings.
• Identify customer pain points and operational risks, and contribute to process, knowledgebase, self-service and digital-service improvements.
• Take part in digital-first and AI-powered projects, and build an engaged, accountable and inclusive team culture.

Required profile

• At least 5 years of contact centre or customer service experience.
• Minimum 3 years in a supervisory or team-lead role.
• Diploma or degree in any discipline.

What we offer

• A flexible environment that supports learning, growth and well-being.
• Recognition and support as part of a global team.