Call Centre Team Leader

SUMMARY:
A leading commercial services provider is seeking an experienced and driven Commercial Emergency Call Centre Team Leader to manage and support a high-performing, 24/7 operations team.
This role is ideal for a candidate with a solid background in trucking, fleet, roadside assistance, or commercial call centre environments, who thrives under pressure and has strong people management and operational leadership skills.

POSITION INFO:

Key Responsibilities:

• Lead, coach, and motivate a team of emergency call centre agents
• Manage real-time operations in a high-volume, time-critical environment
• Ensure SLA, KPI, and TAT targets are consistently met
• Handle escalations and complex emergency cases (breakdowns, recoveries, accidents)
• Monitor call quality, productivity, and adherence to procedures
• Provide training, onboarding, and performance management
• Compile operational reports and conduct shift handovers
• Liaise with external service providers (tow trucks, recovery services, repairers)

Minimum Requirements:

• 3–5 years’ experience in a commercial / emergency / roadside / fleet call centre
• Proven team leadership or supervisory experience
• Strong knowledge of trucking, commercial vehicles, or fleet operations
• Excellent communication and decision-making skills
• Ability to remain calm and effective in high-pressure situations
• Strong computer literacy (CRM, call logging systems, MS Office)
• Willingness to work shifts (including nights, weekends, and public holidays)

Advantageous:

• Experience in roadside assistance, insurance, or breakdown management
• Exposure to logistics, recovery, or heavy commercial environments
• Call centre quality assurance or workforce management experience

What’s on Offer:

• Market-related salary + performance incentives
• Career growth within a well-established organisation
• Dynamic, fast-paced operational environment
• Stable, long-term opportunity