Senior CX Team Leader— People-First, Data-Driven Coaching, Dublin Pike

The Senior Contact Centre Team Leader is responsible for leading, supporting, and developing a team of Customer Experience Agents to ensure the consistent delivery of excellent customer service and strong operational performance.

This role requires a people-first leader who can inspire, coach, and motivate a team in a fast-paced and dynamic environment. The successful candidate will play a key role in driving performance, maintaining service standards, and promoting a positive and supportive team culture. Strong communication skills, leadership capability, and a high level of competence in Excel and performance reporting are essential for success in this role.

Responsibilities

Lead, manage, and motivate a team of Customer Experience Agents to achieve individual and team objectives.

Foster a positive, inclusive, and high-performing team environment.

Promote a people-first management approach, ensuring team members feel supported, engaged, and empowered.

Set clear performance expectations and provide regular feedback to team members.

Conduct regular team meetings and one-to-one sessions to communicate business updates, review performance, and share best practice.

Support employee wellbeing, engagement, and development across the team.

Monitor individual and team performance against agreed key performance indicators (KPIs), service levels, and quality standards.

Analyse performance data to identify trends, opportunities, and areas requiring improvement.

Deliver coaching and development support to improve capability and performance.

Recognise and encourage strong performance while addressing underperformance in a timely and constructive manner, in line with company procedures.

Support the day-to-day operation of the contact centre to ensure service delivery targets are achieved.

Help manage workflows, staffing priorities, and operational demands in a busy and changing environment.

Work collaboratively with the Contact Centre Manager and Head of Operations to maintain service continuity and operational efficiency.

Respond effectively to challenges and changing priorities, ensuring the team remains focused and supported.

Work closely with the Training and Compliance Manager to support onboarding and training for new and existing employees.

Identify development needs within the team and support ongoing learning and upskilling.

Provide guidance, mentorship, and practical support to team members to help them succeed in their roles.

Encourage a culture of continuous improvement and professional development.

Promote a customer-focused culture across the team, ensuring a high standard of service is delivered at all times.

Manage and resolve escalated customer issues in a professional, timely, and effective manner.

Use customer feedback and service insight to identify opportunities to improve service quality and customer outcomes.

Produce, maintain, and analyse performance reports using Excel and other relevant systems.

Track and report on key operational metrics, performance trends, and service outcomes.

Use data and insight to support decision-making, action planning, and continuous improvement initiatives.

Ensure reporting is accurate, timely, and clearly communicated where required.

Person Specification

Proven experience in a leadership or supervisory role within a contact centre or customer service environment.

Demonstrated ability to manage, motivate, and develop teams.

Strong understanding of contact centre operations, customer service standards, and performance management.

Excellent communication and interpersonal skills, with the ability to build positive working relationships at all levels.

Strong Excel skills, with the ability to produce reports, interpret data, and identify trends.

Experience in using contact centre systems and CRM platforms.

Ability to work effectively in a fast-paced, dynamic, and changing environment.

Desired

Third-level qualification in Business, Management, Customer Service, or a related discipline.

Experience supporting training, onboarding, or coaching initiatives.

Experience in managing escalations and service improvement activity.

Key Competencies

People-first leadership

Strong communication and relationship-building skills

Team leadership and staff development

Performance management and coaching

Analytical thinking and problem-solving

Strong organisational skills

Customer focus and service excellence

Adaptability and resilience

Attention to detail

Strong Excel and reporting capability

Additional Requirements

Flexibility to meet the needs of the business.

Commitment to promoting a positive, respectful, and inclusive working environment.

A proactive and solutions-focused approach to leadership and service delivery.

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