Contact Centre Team Leader

Optical Express; Glasgow; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

29 days’ annual leave

Free Laser Eye and Intraocular Lens Surgery

Free eye tests and discounted eyewear

Continuous training and career development opportunities

Job summary

A leading eye care provider in Glasgow is seeking a Contact Centre Team Leader to manage and develop a high-performing team. The role involves overseeing daily operations, coaching staff, and ensuring excellent service delivery. Ideal candidates will possess strong leadership and communication skills, with flexibility to work evenings and weekends. Join a dynamic team and enjoy a modern working environment with comprehensive benefits.

Qualifications

• Proven experience in a contact centre team leader or supervisory role.
• Ability to manage multiple teams and workstreams.
• Flexibility for evenings and weekends (1 in 3).
• Ability to manage multiple teams and workstreams across different brands.
• Experience managing performance and behaviours in line with HR best practices.
• A flexible approach to working hours, including evenings and weekends (1 in 3).

Responsibilities

• Lead and manage a team of contact centre agents.
• Monitor daily team performance and implement improvements.
• Coach and support team members to maintain high standards.
• Handle escalations and complex queries where necessary.
• Support recruitment, onboarding, and ongoing development of new team members.
• Ensure compliance with all internal processes and HR frameworks.
• Collaborate with senior management to contribute to overall contact centre strategy.
• Participate in regular performance reviews and reporting.

Skills

People management

Coaching skills

Communication

Interpersonal abilities

Performance management

Job description

Direct message the job poster from Optical Express

Recruitment Specialist @ Optical Express |

Location: Glasgow City Centre

Hours: 40 hours per week, including evenings and 1 in 3 weekends

About Optical Express

Optical Express is the UK’s only complete eye care provider and Europe’s leading private provider of laser eye surgery and premium intraocular lens and cataract procedures. With over 35 years of expertise, we continue to lead the way in ophthalmic care across the UK, Ireland, and mainland Europe.

Supported by an esteemed International Medical Advisory Board, we work with world-renowned innovators such as Johnson & Johnson Vision and Zeiss, ensuring patients benefit from cutting‑edge technology, highly skilled surgeons, and exceptional clinical outcomes.

Opportunity

Due to continued growth and recent acquisitions, we are looking for a dynamic and experienced Contact Centre Team Leader to join our high‑performing team. This role plays a key part in ensuring operational excellence and outstanding service delivery across our inbound and outbound contact centre functions.

Reporting directly to the Head of Contact Centre, you will be responsible for leading, motivating, and developing a team of contact centre agents, driving performance, and maintaining high‑quality standards across all patient interactions.

Key Responsibilities

• Lead and manage a team of contact centre agents, ensuring consistent service delivery across all channels.
• Monitor daily team performance, identifying trends, and implementing improvements to meet KPIs.
• Coach, train, and support team members to develop their skills and maintain high standards.
• Handle escalations and complex queries where necessary.
• Support recruitment, onboarding, and ongoing development of new team members.
• Ensure compliance with all internal processes and HR frameworks.
• Collaborate with senior management to contribute to overall contact centre strategy.
• Participate in regular performance reviews and reporting.

What We’re Looking For

• Proven experience in a contact centre team leader or supervisory role.
• Strong people management and coaching skills.
• Excellent communication and interpersonal abilities.
• Ability to manage multiple teams and workstreams, often across different brands.
• Experience managing performance and behaviours in line with HR best practices.
• A flexible approach to working hours, including evenings and weekends (1 in 3).

Hours of Operation

• Monday to Friday: 8am – 9pm
• Saturday: 9am – 8pm
• Sunday: 9am – 7pm
• You will work a rotating schedule including evenings and one weekend in three.

What We Offer

• Modern, state‑of‑the‑art working environment
• 29 days’ annual leave
• Free Laser Eye and Intraocular Lens Surgery
• Free eye tests and discounted eyewear
• Continuous training and career development opportunities

Ready to Lead?

If you’re an experienced team leader looking to join a forward‑thinking, global organisation with opportunities to grow, apply now by uploading your CV.