Team Lead - Contact Centre Performance & Coaching

Maximus; Cardiff; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

MAXIMUS is seeking an experienced contact centre supervisor to lead a busy team in a hybrid Nantgarw office. You will set performance targets and oversee daily operations to ensure fast, efficient service and high quality outcomes.

You will liaise with supervisors, managers and colleagues to resolve issues, coach staff, and develop procedures while maintaining compliance with PCI, GDPR and ISO standards. This role emphasizes safety, inclusivity and data-driven improvements.

Qualifications

• Experience delivering a telephone and/or online based service.
• Experience supervising and leading a team.
• Experience coaching and developing staff.
• Ability to produce detailed reports including statistical analysis.

Responsibilities

• Set and meet performance targets for speed, efficiency and quality.
• Manage daily running of the contact centre team in a busy environment.
• Deliver inbound and outbound service while maintaining compliant delivery.
• Lead, coach and train staff, plan training sessions with the customer.
• Ensure adherence to HR policies and health & safety procedures.
• Report findings and recommendations to management on performance and process improvements.

Skills

Team leadership

Coaching & development

Stakeholder management

Communication skills

Data analysis

Tools

Microsoft Office

Job description

MAXIMUS is seeking an experienced contact centre supervisor to lead a busy team in a hybrid Nantgarw office. You will set performance targets and oversee daily operations to ensure fast, efficient service and high quality outcomes.

You will liaise with supervisors, managers and colleagues to resolve issues, coach staff, and develop procedures while maintaining compliance with PCI, GDPR and ISO standards. This role emphasizes safety, inclusivity and data-driven improvements.