Senior Contact Centre Team Leader

About the role

We are looking for a Senior Contact Centre Team Leader to oversee a team of agents and ensure smooth day‑to‑day operations. You will be responsible for maintaining service levels, quality standards, and customer satisfaction across all communication channels.

Key responsibilities

• Forecast, schedule, and monitor workforce to meet SLA targets.
• Supervise daily interactions (calls, emails, social media) and ensure timely resolution of service requests and complaints.
• Handle escalations, provide immediate solutions, and conduct quality assurance on agent performance.
• Coach and develop agents through regular feedback, performance discussions, and team meetings.
• Identify continuous‑improvement opportunities, support bank‑wide transformation projects, and participate in UAT and system enhancements.
• Prepare accurate departmental statements and reports, and assist supervisors with agent evaluations.
• Ensure compliance with policies, SOPs, and risk‑management procedures, and address audit findings with corrective actions.

Required profile

• Strong adaptability and flexibility in a fast‑paced environment.
• Excellent communication and interpersonal skills.
• Customer‑focused mindset with a commitment to service excellence.
• Sound decision‑making, problem‑solving, and analytical abilities.
• High integrity, dependability, and initiative.

Required skills

What we offer

• Opportunity to lead a dynamic team within a reputable banking institution.
• Professional development and continuous‑learning programs.
• Engaging work environment that encourages innovation and creativity.