Team Leader

Job Description

As a Team Leader you will manage the delivery of support services and operational requirements of the client. The Team Leader is someone who will be accountable for managing an excellent customer experience within the team by making recommendations and implementing business improvement models.

Responsibilities:

• Ensure that the goals for the team are met, including service level/availability and customer satisfaction. Monitor call volume and call quality to effectively support customers.
• Manage labour and non-labour costs to ensure business profitability at the gross margin level.
• Ensure the establishment of achievable goals by communication, and customer service skills of all direct reports.
• Provide guidance for a successful career path in cooperation with Human Resources.
• Identify employee training needs and assist with specific training projects.
• Deliver soft skills training.
• Coach the Mentors on a regular basis to ensure call coaching to motivate and improve the performance of Support Professionals.
• Conduct monthly team meetings with direct reports to ensure effective communication of relevant information and act as an open forum for input
• from all direct reports.
• Participate in the recruitment process and training of new employees.
• Resolve personnel issues in a professional and timely manner.
• Implement disciplinary actions in accordance with company policy and ensure consistency.
• Identify and develop departmental procedures and standards and assure compliance.
• Improve current processes.
• Complete status changes, departures and weekly time-sheets for all direct reports.
• Complete special projects as assigned.

Requirements

• Demonstrates superior oral and written communication skills in English.
• Experience in managing multi-lingual teams
• Project management experience.
• Strong problem solving, organizational and decision-making skills with the ability to drive results.
• Excellent interpersonal and people skills.
• 1 year minimum relevant experience in a management support function (preferably in a contact center)
• A College degree preferred.
• Knowledge of contact services industry and best practices.
• Knowledge of PC applications such as MS Office and strong typing skills
• Ability to work in a time critical environment.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• Ability to work staggered support hours (also weekends / evenings) and available full-time
• Equivalent education or experience may be substituted for any of the above.

Tagged as: Dublin, Team Leader