Contact Center Team Lead (Contract)

About the role

The Contact Center Team Lead will supervise a team of Customer Service Officers, ensuring daily operations run smoothly and service level targets are met. This role combines people leadership with administrative duties and supports continuous improvement within the centre.

Key responsibilities

• Oversee daily contact‑center activities and monitor CSO performance against KPIs.
• Provide coaching, feedback and regular performance reviews to develop the team.
• Handle customer complaints and resolve escalations at the team level.
• Track, analyse and report on team performance metrics, identifying trends and improvement opportunities.
• Assist with administrative tasks, internal and external communications, and audit/compliance activities.
• Support ad‑hoc projects and tasks assigned by the Contact Center Manager.

Required profile

• Minimum 2 years experience as a Team Leader in a contact‑center environment.
• Diploma qualification in any discipline.
• Strong leadership and communication abilities.
• Proficiency with Microsoft Office applications.
• Willingness to work on weekends or public holidays as needed.

Required skills

• Microsoft Office