Axon Solutions Ltd. – A company of HCL Technologies Ltd

Contact Centre – Team Leader (New Contract) – Full Time – Permanent – Belfast

Location UK / Ulster

Job Type Permanent full-time

Salary £20000 - 25000

Updated 3 days ago

Reference 1439368

 Job Description

Contact Centre Team Leader for new exciting contract in our Belfast City Centre Office. Enter Job Ref PTB27TL in online portal


Millennium House


Contact Centre Team Leader


Exciting opportunity to be a part of a NEW and expanding contract in Belfast City Centre.


HCL are delighted to invite applications for the position of Team Leader for a new client who specialise in education/certification. The role is based out of our new state of the art facility in the heart of Belfast city centre – Great Victoria Street. 

The successful candidates will lead a team of 15+ Multi channel inbound customer support agents (phone, email and chat) independently, ensuring targets and KPI’s are met and strive to exceed customer/client expectations.


The Role:

  • Floor management (Adherence)
  • Workflow management
  • MIS, Reporting and Compliance management
  • Establish and maintain effective work procedures
  • Stakeholder management both internal and external
  • Call monitoring to ensure quality, compliance and excellent customer service
  • Review, assess and identify coaching and training needs. Providing coaching and delivering feedback
  • Manage break schedule adherence
  • Manage absenteeism and attrition and analyse and report on trends
  • Answer escalated calls as per call flow procedure
  • Ensure data protection – proprietary data of customers

The Person:

  • First and foremost our team leaders are ambassadors for the HCL brand and role models for their colleagues
  • Motivational leadership style to enhance productivity in a positive working environment
  • Excellent presentation, design and writing skills
  • Proven communication skills
  • Adaptable, flexible and confident with a willingness to take ownership


Essential Criteria:

  • Minimum 2 years’ contact centre experience
  • Minimum 1 year contact centre experience at team leader level      
  • Strong computer literacy including Microsoft Office Suite

Desirable Criteria: (used in the event of high volume applications)

  • 2+ years’ contact centre experience at Team Leader level
  • A Level or above (Or equivalent)

Hours of Work:

  • 40 hours per week
  • Core hours are Monday – Saturday 8am-8pm however successful candidates must be fully flexible to meet the demands of the role
  • Permanent contract – not suitable for seasonal applicants


  • £21000 per year

What you can expect in return:

  • Highly Competitive Salary
  • Fully paid induction training
  • On the job coaching and mentoring support
  • Educational Program
  • Pension scheme
  • Regular performance based rewards and recognition
  • Charity events and fun days
  • Health and wellbeing events
  • Free tea and coffee on-site
  • Discount Gym Membership
  • Discount mobile phone contract (vodafone)
  • Refer a friend scheme

 Selection Process:

Successful candidates must be able to complete and clear the below before an offer of employment can be made:

  • Telephonic Screening
  • Face to face interview
  • Team Leader Scenario based assessment centre
  • Background screening checks to include: Access NI, Credit Check & Reference/Employment verification checks

To ensure all checks can be successfully carried out candidates must be able to provide the following documents at interview stage:

Photographic Proof of ID (Valid passport/Full UK Driving License/Electoral Card)

Proof of Address (Bank statement/Credit Card bill or Government letter – must be dated within last 3 months)

Proof of National Insurance Number (National Insurance Card/Government letter/recent payslip)

**Candidates must provide 3 separate documents per requirement**


Please note: HCL reserve the right to use desirable or enhanced selection criteria to aid shortlisting in the event of high volumes of applications

HCL is an equal opportunities employer and welcomes applications from all sections of the community. Applications are welcome from those that meet the criteria irrespective of religion, political opinion, age, sexual orientation, disability, race, marital status, gender, or caring responsibilities.