Contact Center Team Lead

CCA Recruitment Group; Belfast City District; On-site; GBP 31,000 - 37,000; Full time

Benefits offered by this job

Performance-related bonus

Career progression

Collaborative culture

Job summary

CCA Recruitment Group in Belfast is seeking a Customer Service Team Leader to oversee a busy customer service team and drive outstanding experiences. You will inspire, coach and develop advisors to achieve service, quality and productivity goals.

You will lead coaching sessions, monitor KPIs, handle escalations and support recruitment, onboarding and induction of new team members while working closely with management to meet operational objectives.

Qualifications

• Experience leading customer service teams in a contact centre.
• Strong coaching and performance management skills with ability to drive results.
• Excellent communication and problem-solving abilities in a fast-paced environment.

Responsibilities

• Lead, motivate and develop a team of Customer Service Advisors.
• Conduct regular coaching sessions and performance reviews.
• Monitor KPIs and service levels, drive quality, and productivity.
• Handle escalated enquiries and complaints professionally.
• Create a positive working environment that promotes high performance.
• Identify training and development needs across the team.
• Analyse performance data and implement improvement plans.

Skills

Team Leadership

Coaching & Development

Performance management

Customer service

Communication skills

Call center experience

Job description

Location: Belfast Salary: £34,000 + Benefits Full Time | Permanent

The Role

As a Customer Service Team Leader, you will be responsible for overseeing the day-to-day performance of a busy customer service team. You will inspire, coach and develop your advisors to deliver outstanding customer experiences while achieving service, quality, and productivity objectives.

Key Responsibilities

• Lead, motivate and develop a team of Customer Service Advisors.
• Conduct regular coaching sessions, 1-2-1s, and performance reviews.
• Monitor and drive performance against KPIs including service levels, quality, customer satisfaction, and productivity.
• Handle escalated customer enquiries and complaints professionally and efficiently.
• Create a positive and engaging working environment that promotes high performance.
• Identify training and development needs across the team.
• Analyse performance data and implement improvement plans where required.
• Support recruitment, onboarding and induction of new team members.
• Work closely with management to deliver operational and customer service objectives.
• Ensure compliance with company policies, processes, and regulatory requirements.

About You

We're looking for a confident leader who can bring out the best in their team and has a genuine passion for customer service.

• Previous experience as a Team Leader, Supervisor or Manager within a call centre or contact centre environment.
• Strong people management and coaching skills.
• Experience managing performance against KPIs and service metrics.
• Excellent communication and problem-solving abilities.
• Ability to motivate and develop individuals and teams.
• Customer-focused with a passion for delivering excellent service.
• Strong organisational skills and attention to detail.
• Comfortable using contact centre systems and performance reporting tools.
• Experience within customer service, financial services, utilities, telecommunications or outsourced contact centres.
• Knowledge of quality monitoring frameworks and customer experience initiatives.

What's on Offer?

• Performance-related bonus opportunities
• Career progression and development opportunities
• Supportive and collaborative culture

Why Join Us?

This is an excellent opportunity to join a growing organisation that values its people and is committed to delivering exceptional customer experiences. You'll have the chance to make a real impact, develop your leadership career, and help shape the success of a high-performing customer service operation.