Senior CX Team Leader - People-First, Data-Driven Coaching

The Senior Contact Centre Team Leader is responsible for leading, supporting, and developing a team of Customer Experience Agents to ensure the consistent delivery of excellent customer service and strong operational performance.

This role requires a people-first leader who can inspire, coach, and motivate a team in a fast-paced and dynamic environment. The successful candidate will play a key role in driving performance, maintaining service standards, and promoting a positive and supportive team culture. Strong communication skills, leadership capability, and a high level of competence in Excel and performance reporting are essential for success in this role.

Responsibilities

• Lead, manage, and motivate a team of Customer Experience Agents to achieve individual and team objectives.
• Foster a positive, inclusive, and high-performing team environment.
• Promote a people-first management approach, ensuring team members feel supported, engaged, and empowered.
• Set clear performance expectations and provide regular feedback to team members.
• Conduct regular team meetings and one-to-one sessions to communicate business updates, review performance, and share best practice.
• Support employee wellbeing, engagement, and development across the team.
• Monitor individual and team performance against agreed key performance indicators (KPIs), service levels, and quality standards.
• Analyse performance data to identify trends, opportunities, and areas requiring improvement.
• Deliver coaching and development support to improve capability and performance.
• Recognise and encourage strong performance while addressing underperformance in a timely and constructive manner, in line with company procedures.
• Support the day-to-day operation of the contact centre to ensure service delivery targets are achieved.
• Help manage workflows, staffing priorities, and operational demands in a busy and changing environment.
• Work collaboratively with the Contact Centre Manager and Head of Operations to maintain service continuity and operational efficiency.
• Respond effectively to challenges and changing priorities, ensuring the team remains focused and supported.
• Work closely with the Training and Compliance Manager to support onboarding and training for new and existing employees.
• Identify development needs within the team and support ongoing learning and upskilling.
• Provide guidance, mentorship, and practical support to team members to help them succeed in their roles.
• Encourage a culture of continuous improvement and professional development.
• Promote a customer-focused culture across the team, ensuring a high standard of service is delivered at all times.
• Manage and resolve escalated customer issues in a professional, timely, and effective manner.
• Use customer feedback and service insight to identify opportunities to improve service quality and customer outcomes.
• Produce, maintain, and analyse performance reports using Excel and other relevant systems.
• Track and report on key operational metrics, performance trends, and service outcomes.
• Use data and insight to support decision-making, action planning, and continuous improvement initiatives.
• Ensure reporting is accurate, timely, and clearly communicated where required.

Person Specification

• Proven experience in a leadership or supervisory role within a contact centre or customer service environment.
• Demonstrated ability to manage, motivate, and develop teams.
• Strong understanding of contact centre operations, customer service standards, and performance management.
• Excellent communication and interpersonal skills, with the ability to build positive working relationships at all levels.
• Strong Excel skills, with the ability to produce reports, interpret data, and identify trends.
• Experience in using contact centre systems and CRM platforms.
• Ability to work effectively in a fast-paced, dynamic, and changing environment.

Desired

• Third-level qualification in Business, Management, Customer Service, or a related discipline.
• Experience supporting training, onboarding, or coaching initiatives.
• Experience in managing escalations and service improvement activity.

Key Competencies

• People-first leadership
• Strong communication and relationship-building skills
• Team leadership and staff development
• Performance management and coaching
• Analytical thinking and problem-solving
• Strong organisational skills
• Customer focus and service excellence
• Adaptability and resilience
• Attention to detail
• Strong Excel and reporting capability

Additional Requirements

• Flexibility to meet the needs of the business.
• Commitment to promoting a positive, respectful, and inclusive working environment.
• A proactive and solutions-focused approach to leadership and service delivery.