Call Centre Team Leader Jobs

Are you an experienced people manager with a passion for delivering exceptional customer experiences? Contact Centre Team Leader jobs are a fantastic opportunity to take the next step in your customer service career. At Stafffinders, we partner with leading employers across Glasgow, Edinburgh, and throughout Scotland to match skilled leaders with thriving contact centres and business processing operations (BPOs).

Scotland’s contact centre industry continues to grow, employing over 100,000 professionals and offering services in more than 26 languages, making it one of Europe’s most dynamic customer service hubs. As a Contact Centre Team Leader, you’ll be at the heart of this fast-paced environment, guiding your team to deliver outstanding service while meeting performance and quality targets.

What Does a Contact Centre Team Leader Do?

As a Contact Centre Team Leader, you’ll oversee the daily performance of your team, ensuring customers receive a professional, efficient, and friendly service. You’ll act as the bridge between staff and management, maintaining strong communication and creating a motivated, high-performing team. Key responsibilities include:

• Supervising and supporting customer service teams during each shift.

• Providing coaching, feedback, and training to enhance performance.

• Monitoring KPIs and ensuring service targets are consistently met.

• Handling escalated customer issues and ensuring quick, effective resolutions.

• Conducting monthly one-to-one meetings and performance reviews.

• Coordinating daily operations and ensuring the right staffing levels.

• Delivering clear communication between management and staff.

• Organising shift handovers and maintaining accurate reports.

• Promoting a positive, professional, and customer-first culture.

This role is ideal for someone who thrives in a fast-moving environment and enjoys balancing team leadership with hands-on operational duties.

Skills and Experience Required for Contact Centre Team Leader Jobs

To excel as a Contact Centre Team Leader, you’ll need excellent leadership and communication skills, along with the ability to inspire others to perform at their best.

Essential skills and qualities include:

• Proven experience leading a team in a call centre or customer service environment.

• Strong problem-solving and decision-making abilities.

• Excellent organisational and time-management skills.

• The ability to remain calm under pressure and maintain professionalism.

• Confidence in analysing team performance and implementing improvements.

• Strong interpersonal skills with the ability to motivate, coach, and support staff.

• Flexibility to work evenings, weekends, or shift patterns where required.

If you’re motivated by achieving results, developing people, and delivering top-quality customer service, a Contact Centre Team Leader job offers an exciting and rewarding career path.

Career Progression Opportunities

With experience and proven leadership success, Contact Centre Team Leaders often progress into Contact Centre Manager or Operations Manager roles, overseeing larger teams and strategic operations. Employers also value transferable leadership skills, opening doors to opportunities in training, HR, and wider customer experience management.

At Stafffinders, we support candidates at every stage of their career journey, helping ambitious professionals take that next step into management and beyond.

Take the next step in your career today, explore Contact Centre Team Leader jobs with Stafffinders and discover opportunities that reward your leadership, communication, and customer service expertise.