Team Leader – Northern Ireland
Are you an experienced leader in a contact centre environment? Ready for your next challenge? We have an exciting opportunity within our Direct Services Management team for a Performance Leader, based in our Belfast office. This role will allow you to grow and develop others, achieve high performance, whilst also advancing your own career.
Why Coloplast?
Coloplast enables people with chronic conditions to live life to the full through its products and services. Working closely with the people who use our products, we create solutions that are sensitive to their individual needs. Our team loves swapping stories about how they have enabled different customers to live fuller lives and inspire us to create an even better consumer experience every day. We really do change lives! Our passion to make a real difference to people’s lives is what drives and unites us.
The Role
- Work alongside current Team Leaders and the wider management team to ensure the highest levels of customer satisfaction, loyalty, and retention.
- Lead a team of service delivery members responsible for inbound and outbound calls, emails, and other task work.
- Plan and execute training, engage and motivate the team to achieve individual and organisational KPIs.
- Supervise office management and lead the People Cycle review for team members.
- Provide subject‑matter expertise for business operations in Northern Ireland and lead ad‑hoc projects linked to our annual business plan.
- Identify process and customer experience improvements; conduct regular 1:1 meetings with performance summaries focusing on long‑term development.
- Manage performance, including return‑to‑work meetings, absence management, probation reviews, and performance improvement plans.
- Ensure team goals and KPIs are met, drive quality conversations that exceed consumer and professional expectations while meeting commercial goals.
- Manage daily workforce to ensure efficient tasking, handle stakeholder management, and collaborate with the planning team to ensure service level delivery.
- Engage in continuous improvement activities, recruit and onboard new team members, and communicate company performance and achievements to the team.
- Develop and agree on a training strategy for the team.
Who are we looking for?
- Experience in first‑line leadership or management, comfortable working with a remote manager.
- Positive outlook, proactive mindset, innovative and ambitious.
- Excellent forward planning and time‑management skills.
- Passionate about people, open and honest, good at giving and receiving feedback.
- Creates a culture of openness and continuous improvement, enabling individuals to succeed, learn, and develop.
- Strong interpersonal skills, empathy, and rapport; decision‑maker who drives performance and is a team player.
- Setting high standards and ambitious goals is crucial.
Coloplast is committed to being an inclusive organisation, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.
Visit us on Coloplast.com. Watch the film. Follow us on LinkedIn.
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