Job Title: Contact Centre Team Leader Location: Home Based (UK) Reporting To: Operations Manager Job Overview We are seeking an experienced Contact Centre Team Leader to lead, coach, and develop a team of customer service advisors within a high-volume contact centre environment. You will be responsible for driving team performance, achieving service level agreements (SLAs), improving customer outcomes, and supporting operational excellence through effective people management and coaching. Key Responsibilities Lead, motivate, and manage a team within a contact centre environment. Monitor performance against SLA, productivity, quality, and customer service targets. Conduct regular 1-2-1s, coaching sessions, performance reviews, and development plans. Manage attendance, absence, conduct, and performance issues. Provide real-time support and guidance on complex customer cases and escalations. Work closely with workforce planning teams to ensure adequate resource allocation. Carry out quality monitoring and feedback to improve service delivery. Support onboarding, training, and development of new hires. Identify operational improvements and support continuous improvement initiatives. Maintain high standards of customer experience and compliance. Collaborate with other Team Leaders and stakeholders to share best practices. Support Operations Managers with reporting, risk identification, and performance management. Essential Skills & Experience Experience leading teams within a Contact Centre or Customer Service environment. Team management, coaching, and performance improvement experience. Strong stakeholder management and communication skills. Experience managing KPIs, SLAs, quality, and productivity targets. Customer-focused approach with excellent problem-solving abilities. Experience handling escalations and complex customer queries. Good understanding of workforce management and scheduling. Proficient in Microsoft Office Suite. Ability to work in a fast-paced, target-driven environment. Experience conducting performance reviews and employee development activities. Guidant, Carbon60, Lorien & SRG - The Vertage Group Portfolio are acting as an Employment Business in relation to this vacancy
Team Lead employer: Guidant Global
As an Electronics Design Engineer at our client's esteemed headquarters in Stevenage, you will be part of a legacy that has supported the UK Ministry of Defence for over 70 years. The company fosters a collaborative work culture that encourages innovation and professional growth, offering access to state-of-the-art facilities, including an onsite gym and coffee shop, alongside excellent transport links. With opportunities to mentor others and tackle technically challenging projects, this role promises a rewarding career path in a high-integrity environment.
