Contact Centre Team Leader

About the role

We are looking for an experienced Contact Centre Team Leader to join Outsourcey’s fast‑growing team. In this role you will lead a group of contact centre operators, drive performance, and ensure high‑quality service for our clients’ inbound and outbound sales activities.

Key responsibilities

• Lead, coach and develop contact centre teams, delivering regular one‑on‑one meetings, performance reviews and call calibrations.
• Identify training needs, design and implement development plans, and onboard new operators.
• Oversee day‑to‑day operations including inbound sales enquiries, outbound web‑lead handling, appointment booking and consultant diary management.
• Monitor call queues, workforce productivity, service levels and web‑lead allocation to meet SLA targets.
• Support workforce planning, assist with new workstream implementation and contribute to frontline operations during peak periods.
• Drive achievement of KPIs such as sales conversion, appointment booking, customer satisfaction, call quality and first‑call resolution.

Required profile

• Minimum 5 years experience in a contact centre environment.
• At least 2 years experience leading, coaching or supervising a contact‑centre or customer‑service team.
• Proven track record of developing people and improving team performance.
• Strong English communication and interpersonal skills, both written and verbal.
• Experience managing sales and customer‑service KPIs.
• Ability to lead change, onboard new staff and support team growth.
• Excellent organisational, problem‑solving and stakeholder‑management abilities.

Required skills

• Experience with CRM systems.
• Familiarity with contact‑centre software platforms.