About the role
Job Title: Contact Centre Team Leader Job Description The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. Contact Centre Team Leader Full-Time | 40 Hours per Week Salary: £27,120 per year Are you an experienced people leader who enjoys bringing out the best in others? We’re looking for a Contact Centre Team Leader to lead, coach, and support a team of customer service advisors in a fast-paced environment. This is a great opportunity for someone who is passionate about people development , customer experience , and driving team performance . As a Team Leader, you’ll play a key role in creating a positive, motivated team culture while helping your team achieve service and performance targets. If you’re confident managing day-to-day operations, handling escalations, and coaching individuals to success, we’d love to hear from you. What you’ll be doing Leading a high-performing team Supervise the day-to-day performance of a team of contact centre advisors Create a positive, supportive, and engaging team environment Lead by example to encourage high standards and strong customer outcomes Coaching and developing colleagues Provide regular feedback, coaching, and one-to-one support Identify development needs and help team members grow in confidence and capability Support new starters and ongoing learning within the team Managing performance and service delivery Monitor KPIs, quality, and productivity metrics Take action to improve performance where needed Help ensure service levels and customer expectations are consistently met Supporting daily operations Manage escalations and help resolve customer or process issues Work closely with other leaders and support functions Contribute ideas to improve team performance and the customer experience What we’re looking for Leadership experience Previous experience leading or supervising a team, ideally in a contact centre or customer service environment A confident and motivating leadership style Strong people skills Excellent communication and interpersonal skills Ability to coach, influence, and support a wide range of personalities Organised and performance-focused approach Able to prioritise workloads, manage competing demands, and stay calm under pressure Comfortable working with targets, service levels, and performance measures Positive mindset Proactive, flexible, and solutions-focused Passionate about delivering great service and helping others succeed Why join us? Make a real impact Lead a team, shape performance, and influence the customer experience every day Develop your career Build your leadership experience in a busy and rewarding environment Gain opportunities to grow and progress Be part of a supportive team Join a workplace that values collaboration, accountability, and continuous improvement Ready to take the next step in your leadership career? Apply now to join us as a Contact Centre Team Leader . Location: Manchester -Bredbury - Paul House Language Requirements: Time Type: Full time2026-04-28
