Contact Centre Team Leader and Trainer

About the role

Lead, motivate, and coach a team of contact centre agents to achieve key performance indicators (KPIs) and quality standards. You will manage and resolve escalated customer complaints and feedback, performing service recovery when necessary, while fostering a positive and collaborative team environment.

• Lead, motivate, and coach a team of contact centre agents to achieve key performance indicators (KPIs) and quality standards
• Manage and resolve escalated customer complaints and feedback, performing service recovery when necessary
• Conduct regular one-on-one meetings and team huddles, providing constructive feedback and performance evaluations
• Foster a positive and collaborative team environment, driving team spirit and alignment with company values
• Plan and conduct product and refresher training, as well as other assigned training, while continuously updating and maintaining training materials to ensure accuracy and relevance
• Assess agents on their current skill levels, identify knowledge gaps, and create targeted coaching plans to improve performance
• Monitor and report on training outcomes and employee performance, providing feedback to management
• Perform quality audits on customer interactions (calls, emails, chats) to ensure compliance with quality standards and brand guidelines
• Support management in highlighting operational issues and areas for continuous improvement
• Stay updated on industry changes, business developments, and new technologies, relaying this knowledge back to the team and training materials

• Minimum diploma and/or degree in any field
• Minimum of 2-3 years of experience in a contact centre environment, with prior experience in a supervisory/team leader role and training/coaching
• Good leadership, interpersonal, and communication skills (verbal and written)
• Able to teach and guide effectively
• Proficient in mainstream contact centre software and application
• Strong analytical skills with the ability to use data to drive performance improvements
• Strong customer-centric EQ, empathy, and resilience to manage high-pressure situations
• Highly motivated in adapting to new challenges
• Takes ownership of their professional development rather than waiting for instructions
• Able to identify their own learning needs and find the resources to do so