Contact Centre Team Lead — Elevate Customer Experience

Ingenico; Dalgety Bay; Vor Ort; GBP 42.000 - 52.000; Vollzeit

Zusammenfassung

Ingenico is seeking an exceptional Team Leader to manage a Service Desk team at our Dalgety Bay site. You will coach agents, monitor KPIs and oversee shift planning to ensure consistent, high‑quality service.

You will provide ongoing guidance on processes, handle customer escalations, review knowledge materials, and collaborate with senior management to drive performance improvements and cost efficiency.

Qualifikationen

• Experience leading teams in a Service Desk, Call Centre, or Contact Centre environment.
• Strong interpersonal and written communication skills across business levels.
• Ability to work in a fast-paced team and maintain high service standards.

Aufgaben

• Lead, coach, and manage a team of Service Desk Agents, ensuring KPIs and targets are met.
• Hold weekly team meetings to review objectives, performance, and issues.
• Oversee call distribution and ensure Service Desk SLAs are achieved.
• Provide ongoing technical and procedural guidance to team members.
• Promote a strong customer service culture and drive continuous improvement.
• Monitor, manage, and report on open departmental tickets and escalations.
• Coordinate shift planning and staffing across the team.
• Review and validate knowledge materials used by the team.

Kenntnisse

Team leadership

Customer service

KPIs

Communication

Tools

Genesys Pure Cloud

Jobbeschreibung

Ingenico is seeking an exceptional Team Leader to manage a Service Desk team at our Dalgety Bay site. You will coach agents, monitor KPIs and oversee shift planning to ensure consistent, high‑quality service.

You will provide ongoing guidance on processes, handle customer escalations, review knowledge materials, and collaborate with senior management to drive performance improvements and cost efficiency.