Operations Team Leader – Contact Centre

Operations Team Leader – Contact Centre

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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 Ministry’s 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 to meet daily, weekly and 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 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 SOPs, contact centre policies, quality standards, regulatory requirements.
• Work closely with QA, 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; propose and support implementation.
• Manage and respond to escalations (internal or external) : coach agents, ensure resolution, track root causes and maintain records.
• Foster a positive team culture : encourage collaboration, continuous learning, responsiveness to feedback and alignment with the Ministry’s citizen‑service ethos.
• Contribute to capacity building : onboard new agents, run team briefings, facilitate training refreshers and support change initiatives (e.g., introduction of new channels or automation).
• Ensure security and confidentiality of citizen data and compliance with relevant data protection / regulatory frameworks.

Minimum Requirements

Seniority level

Employment type

Job function

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