Senior Team Leader – Contact Centre

Your Mission

Role Overview
We’re seeking an experienced, resilient Senior Team Leader to assist in the  running of  the day-to-day o contact centre operation. You’ll lead 2 Team Leaders and a Coach/Trainer, ensuring their teams deliver outstanding customer experiences, hit performance targets, and operate efficiently. The role demands agility in a fast-paced environment, strong people leadership, and confident use of data to drive decisions. You may support multiple clients/brands, adapting quickly to different standards, SLAs, and ways of working.

Key Responsibilities

• Lead, support, and develop 2 Team Leaders and 1 Coach/Trainer to deliver training, quality, and frontline performance.
• Provide direction and hands-on support to drive engagement, service excellence, and results.
• Set clear goals for Team Leaders and track delivery against KPIs (CSAT/NPS, AHT/productivity, quality, SLAs).
• Use data and reporting (primarily Excel) to analyse performance, spot trends, and implement improvement plans.
• Foster a high-performance culture with accountability, resilience, and continuous improvement.
• Partner with the Coach/Trainer to ensure effective onboarding, ongoing development, and targeted coaching for agents.
• Champion agile ways of working to respond to changing customer needs, systems, and business priorities.
• Serve as an escalation point for complex queries, complaints, and operational issues; drive timely resolution.
• Collaborate with Workforce Planning, HR, Quality, and other functions to ensure smooth delivery.
• Lead regular briefs, performance reviews, and 1:1s; provide clear feedback and growth plans.
• Support recruitment, onboarding, and succession planning to build strong leadership and talent pipelines.
• Flex across multiple client/brand workstreams when required, ensuring compliance with varying processes and SLAs. 

Your Profile

Skills & Experience

• Proven contact centre leadership experience, ideally leading Team Leaders or equivalent.
• Strong people management with a track record of coaching and developing leaders/specialists.
• Agility and resilience in managing change, pressure, and shifting priorities.
• Excellent communication and stakeholder skills across all levels.
• Advanced Excel skills (pivot tables, lookups, dashboards) with the ability to translate data into action.
• Experience in a target-driven, customer-focused environment (multi-channel/high-volume preferred).
• Balance of strategic thinking and hands-on operational delivery.
• Familiarity with contact centre tech (CRM, dialler, WFM) is beneficial.
• Exposure to or implementation of agile methodologies is an advantage.

 What We Offer

• Competitive salary and performance-based bonus.
• Opportunities for career development and progression.
• A supportive, forward-thinking environment with access to training and continuous learning.
• Exposure to multiple clients/brands, broadening your experience and leadership impact.

INDHP