Job Category: CUSTOMER SERVICE

Team Lead (Contact Centre)

My Dublin-based client is seeking an experienced and enthusiastic Team Coach to join their dynamic and fast-paced contact centre. This role is central to ensuring a smooth and supportive onboarding experience for new starters, enhancing the overall customer journey, and fostering continued development within the team. As a Team Coach, you will play an active role in training and mentoring new colleagues, offering side-by-side coaching, and stepping in to assist with customer concerns or escalations when needed. You will also collaborate closely with team leaders to support ongoing staff development. This is a people-focused position that requires strong communication skills, a calm and patient approach, and a genuine interest in helping others grow. The ideal candidate will have a talent for building confidence in others, elevating the quality of sales conversations, and nurturing positive relationships with customers.

Key Responsibilities

• New Starter Onboarding & Coaching
  • Deliver structured onboarding programmes to new hires.
  • Conduct induction training focused on systems, products, processes, and soft skills.
  • Provide continuous support to new staff during their first 90 days.
• Side-by-Side & Performance Coaching
  • Carry out side-by-side coaching sessions for ongoing skill development.
  • Monitor call quality and provide real-time feedback.
  • Support team leaders in identifying individual performance gaps and improvement plans.
• Complaint & Escalation Management
  • Take ownership of escalated and complex customer complaints.
  • Investigate and resolve issues promptly, ensuring customer satisfaction.
  • Identify root causes and recommend process or training improvements.
• Operational & Team Support
  • Work closely with Team Leaders and Quality Assurance to align coaching strategies.
  • Help maintain morale and motivation across the team.
  • Track and report on coaching outcomes and performance metrics.
• Continuous Improvement
  • Recommend changes to processes or training based on frontline observations.
  • Stay up to date on product and policy updates and cascade this knowledge.

Skills & Experience
Essential:

• Proven experience in a contact centre environment (min 2 years).
• Strong coaching and mentoring skills.
• Excellent communication and interpersonal abilities.
• Ability to manage difficult conversations and de-escalate issues.
• Skilled in complaint handling and resolution.
• Comfortable working with KPIs and coaching performance.
• IT literate with CRM and telephony systems.

Desirable:

• Experience using quality monitoring tools.
• Training and development certification or coaching qualification.