Contact Centre Team Leader

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 the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers, our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico's approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

We're looking for an exceptional and engaging Team Leader to join our Contact Centre reporting directly into the Head of Department. This role consists of overseeing a team of Service Desk agents, which includes monthly individual 121s, frequent check-ins with senior management/head of department and ensuring the high level of operational performance maintains through the upkeep of Helpdesk KPI’s. The work environment is enjoyable, friendly, and supportive, and full training is provided if your application is successful.

Easily accessible via public transport being minutes away from the Dalgety Bay Train Station and Bus Stops. Situated in a growing business park with a small retail park including fast food and supermarkets within walking distance. On site free parking is also available.

This position is Monday-Friday with 36.5 hours at the office over these days, working no later than 6pm.

Responsibilities

• Lead, coach, and manage a team of Agents, ensuring KPIs, service targets and quality standards are consistently met.
• Hold weekly team meetings to review objectives, performance, and any operational issues.
• Oversee call distribution through the Genesys telephony system and ensure all Service Desk SLAs are achieved.
• Provide ongoing technical and procedural guidance to team members.
• Promote a strong customer service culture, driving excellence, professionalism, and continuous process improvement.
• Monitor, manage, and report on all open departmental tickets.
• Handle customer complaints related to team members, ensuring fair investigation and optimal resolution for both the customer and Ingenico.
• Coordinate and manage team shift planning and staffing requirements.
• Review and validate solution pages and knowledge materials used by the team.
• Ensure full compliance with all company policies, processes, and procedures.
• Demonstrate flexibility by supporting other teams when workloads require cross-team assistance.
• Participate in ad hoc business or departmental projects, including initiatives aimed at improving cost efficiency and operational effectiveness.

Key Skills:

• Previous experience of working in a team leader environment, be that Service Desk, Call Centre, Contact Centre, Helpdesk or Retail and Leisure industries
• You possess strong interpersonal and communication skills, with the ability to communicate effectively both verbally and in writing with parties at various levels of business
• You can work in a fast-paced environment and effectively as part of a team
• You pay attention to detail to ensure that our customers receive the best service possible

Nice to have:

• you have experience using the Genesys Pure Cloud telephony platform
• you have experience in a management position overseeing a team of more than 15 direct reports
• you have experience being involved within cost effective projects within a work setting

As part of our values, we embrace diversity and inclusion at Ingenico.

We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived. Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

We want to adapt our processes and create a safe work environment that welcomes everyone.

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