Contact Centre Team Lead

Contact Centre Team Lead

Dublin

New player entering the Market

We are seeking a dynamic and experienced Contact Centre Team Lead to manage a team of customer service professionals in a high-volume, fast-paced environment. This role is pivotal in driving team performance, improving customer satisfaction, and ensuring seamless day-to-day operations. The ideal candidate will have a passion for delivering exceptional service, mentoring others, and contributing to a customer-first culture.

Key Responsibilities

• Provide direction and support to customer service agents, promoting a culture of accountability, empathy, and high performance.

• Oversee daily workflows and resource planning to ensure efficient and effective service delivery.

• Monitor and evaluate customer interactions to maintain quality standards and promptly address escalated concerns.

• Analyse KPIs such as response times, resolution rates, and customer satisfaction scores to guide coaching and development.

• Collaborate with internal teams to improve systems, including CRM tools, automation, and chatbot capabilities.

• Deliver structured training programs and support team members in upskilling and adapting to new technologies.

• Work closely with departments such as operations, sales, and product to ensure alignment and support continuous improvement initiatives.

• Generate and interpret reports on call volumes, case types, and team metrics to inform decision-making and strategic direction.

Key Requirements

• 3+ years in a contact centre environment, with at least 1 year in a leadership capacity.

• Excellent verbal and written skills, with the ability to remain calm and solution-focused under pressure.

• A proven record of managing, motivating, and developing customer-facing teams.

• Hands-on experience with CRM platforms such as Zendesk, Salesforce, Freshdesk, or similar tools, and familiarity with service automation.

• Strong critical thinking abilities to identify issues and implement quick, effective resolutions.

• Comfortable working in a fast-moving environment, embracing change with a positive and proactive mindset.

• Data-driven approach to performance monitoring and service optimization.

Please note:

We have a number of similar positions currently, and in the future, which we would like to discuss with you should you indicate your interest in this role. When we receive your application for this role, we will contact you to advise you of our process for other similar positions.

Stelfox is fully compliant with GDPR regulations and you can read more in our privacy policy here: https://www.stelfox.com/privacy-policy-gdpr/

Your shared data will not be disclosed or transferred to a third party data controller or data processor located outside the EEA unless we have obtained your express consent.

We look forward to working with you.