Operations Team Leader – Contact Centre

Job Summary

Position Summary

The Operations Team Leader is responsible for supervising a team of contact-centre agents in delivering efficient, high-quality citizen services through the contact centre. The role ensures that service-level agreements (SLAs) are met, agents are coached and developed, and operations run smoothly in line with the organisations service objectives. The Team Leader acts as a front-line operational leader bridging between agents, supervisors, workforce planning and quality assurance functions.

Key Responsibilities

Lead, supervise and motivate a team of contact centre agents (inbound / outbound / emails / chat as applicable) to meet daily / weekly / monthly service and productivity targets.

Monitor key operational metrics (e.g., call volumes, average handle time (AHT), abandon rate, first-contact resolution (FCR), service level, occupancy) and guide the team to perform accordingly.

Provide coaching, mentoring, feedback and performance discussions with team members; support their development and maintain high morale.

Monitor real-time performance : queue status, staffing levels, unexpected spikes, escalations; assist agents with tricky or escalated calls when required.

Assist with workforce planning / roster adherence : ensure shift coverage, manage absenteeism, breaks, agent scheduling issues in coordination with workforce / roster team.

Ensure adherence to standard operating procedures (SOPs), contact centre policies, quality standards, regulatory requirements (especially as this is a public sector environment).

Work closely with quality assurance, training and IT / system support to ensure agents have the right tools, system access, knowledge, and process updates.

Prepare and present daily / weekly operational reports to the Contact Centre Manager : highlight performance trends, issues, improvement areas and action plans.

Identify process improvement opportunities to enhance service delivery, efficiency, and customer experience; elevate ideas and support implementation.

Manage and respond to escalations (internal or external) appropriately : coach agents, ensure resolution, track root causes, maintain records.

Foster a positive team culture : encourage collaboration, continuous learning, responsiveness to feedback, and alignment with the organisation's citizen-service ethos.

Contribute to capacity building : onboarding new agents, running team briefings, facilitating training refreshers, and supporting change initiatives (e.g., introduction of new channels / automation).

Ensure the security and confidentiality of citizen data, and compliance with relevant data protection / regulatory frameworks.

Minimum Requirements :

Bachelor’s degree in Business Administration, Management, Communications or related field.

Minimum 3-5 years experience in a contact centre or customer service environment, with at least 1-2 years in a supervisory / team-lead role.

Experience working with contact centre metrics, dashboards and reporting.

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