Operations Team Leader – Contact Centre

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 (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; escalate 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 Ministry’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.