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 targets are achieved. This contract position involves both leadership of the contact centre staff and handling various administrative duties as directed by the Contact Center Manager.

Key responsibilities

• Oversee daily contact‑center activities and monitor CSO performance against service levels and KPIs.
• Provide coaching, regular feedback and performance reviews to develop the team.
• Manage customer complaints and resolve escalated issues at the team level.
• Track, compile and analyse team performance reports, identify trends and recommend process improvements.
• Support administrative functions, internal and external communications, audit and compliance tasks, and ad‑hoc projects assigned by the Contact Center Manager.

Required profile

• At least 2 years of experience as a Team Leader in a contact‑center environment.
• Diploma qualification in any discipline.
• Strong leadership and communication abilities.
• Willingness to work on weekends or public holidays as needed.

Required skills

• Proficiency in Microsoft Office.