Call Centre Team Leader: Lead, Coach & Elevate CX (Bonus)

CCA Recruitment Group; Belfast City District; On-site; GBP 38,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunities

Career progression

Comprehensive training programme

Supportive culture

Generous holiday allowance

Pension scheme

Employee wellbeing initiatives

Job summary

CCA Recruitment Group in Belfast is seeking an experienced Customer Service Team Leader to oversee a busy contact centre and lead a team of Customer Service Advisors. You will coach, review performance, and drive service quality to meet productivity goals.

We value strong communication, problem-solving, and a passion for customer service. The role includes recruitment support, onboarding, and close collaboration with management to sustain high performance.

Qualifications

• Experience as Team Leader, Supervisor or Manager in a call/ contact centre.
• Strong people management and coaching skills.
• Proven ability to manage performance against KPIs and service metrics.
• Excellent communication and problem-solving abilities.
• Ability to motivate and develop individuals and teams.
• Customer-focused with passion for delivering excellent service.
• Strong organisational skills and attention to detail.

Responsibilities

• Lead, motivate and develop a team of Customer Service Advisors.
• Conduct regular coaching sessions, 1-2-1s and performance reviews.
• Monitor performance against KPIs including service levels and customer satisfaction.
• Handle escalated enquiries and complaints professionally.
• Create a positive working environment that drives high performance.
• Identify training needs and support onboarding of new staff.
• Collaborate with management to meet operational targets.
• Ensure compliance with company policies and processes.

Skills

People management

Coaching

KPI management

Communication

Problem solving

Team leadership

Customer focus

Organisational skills

Reporting tools

Tools

Contact centre systems

Performance reporting tools

Job description

CCA Recruitment Group in Belfast is seeking an experienced Customer Service Team Leader to oversee a busy contact centre and lead a team of Customer Service Advisors. You will coach, review performance, and drive service quality to meet productivity goals.

We value strong communication, problem-solving, and a passion for customer service. The role includes recruitment support, onboarding, and close collaboration with management to sustain high performance.