Team Leader – Call Centre

About the role

The Team Leader will drive exceptional customer service within our call centre, ensuring that agents meet service level agreements and performance targets. You will coach, motivate and develop a remote team, fostering a culture of continuous improvement and high engagement.

Key responsibilities

• Monitor and manage team performance against SLAs and KPIs.
• Provide coaching, feedback and development plans for agents.
• Ensure consistent delivery of quality service to clients.
• Implement and uphold the management operating system in a fast‑paced environment.
• Report progress and issues to the Operations Manager.

Required profile

• Current band level 4B (minimum 12 months in role) or 5A.
• Performance rating of 3 or higher in the latest review.
• No recent corrective actions or reliability issues.
• Stable home internet connection of at least 25 Mbps.
• Commitment to remain in the role for at least 12 months.

Required skills

• No specific technical skills listed; strong leadership and communication abilities are essential.

What we offer

• Remote work environment with flexible scheduling.
• Opportunities for career progression within a structured organization.
• Supportive leadership and access to expert colleagues.