Contact Centre Team Leader

Job Title:

Contact Centre Team Leader

Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Contact Centre Team Leader
Full-Time | 40 Hours per Week
Salary: £27,120 per year

Are you an experienced people leader who enjoys bringing out the best in others?

We’re looking for a Contact Centre Team Leader to lead, coach, and support a team of customer service advisors in a fast-paced environment. This is a great opportunity for someone who is passionate about people development, customer experience, and driving team performance.

As a Team Leader, you’ll play a key role in creating a positive, motivated team culture while helping your team achieve service and performance targets. If you’re confident managing day-to-day operations, handling escalations, and coaching individuals to success, we’d love to hear from you.

What you’ll be doing

Leading a high-performing team

• Supervise the day-to-day performance of a team of contact centre advisors
• Create a positive, supportive, and engaging team environment
• Lead by example to encourage high standards and strong customer outcomes

Coaching and developing colleagues

• Provide regular feedback, coaching, and one-to-one support
• Identify development needs and help team members grow in confidence and capability
• Support new starters and ongoing learning within the team

Managing performance and service delivery

• Monitor KPIs, quality, and productivity metrics
• Take action to improve performance where needed
• Help ensure service levels and customer expectations are consistently met

Supporting daily operations

• Manage escalations and help resolve customer or process issues
• Work closely with other leaders and support functions
• Contribute ideas to improve team performance and the customer experience

What we’re looking for

Leadership experience

• Previous experience leading or supervising a team, ideally in a contact centre or customer service environment
• A confident and motivating leadership style

Strong people skills

• Excellent communication and interpersonal skills
• Ability to coach, influence, and support a wide range of personalities

Organised and performance-focused approach

• Able to prioritise workloads, manage competing demands, and stay calm under pressure
• Comfortable working with targets, service levels, and performance measures

Positive mindset

• Proactive, flexible, and solutions-focused
• Passionate about delivering great service and helping others succeed

Why join us?

Make a real impact

• Lead a team, shape performance, and influence the customer experience every day

Develop your career

• Build your leadership experience in a busy and rewarding environment
• Gain opportunities to grow and progress

Be part of a supportive team

• Join a workplace that values collaboration, accountability, and continuous improvement

Ready to take the next step in your leadership career?
Apply now to join us as a Contact Centre Team Leader.

Location:

Manchester -Bredbury - Paul House

Language Requirements:

Time Type:

Full time2026-04-28