The Senior Team Leader will be working within and promoting the Company Values at all times - Be Brave, Be Wise, Be Proud and Exceed.
My client provides tailored Outsourcing Solutions across all industry sectors including Banking, Financial Services and Insurance, Information Technology, Gaming, Energy and Utilities. The team is supporting a financial client with their growth in the Irish market. These roles will be based in Limerick City Centre, looking to hiring a team of up to 60 people to work in Financial Customer Support The mission of the team is to provide best-in-class support to customers.
The mission of the team seeking this role is to provide world-class support to customers of a well-known banking in Ireland. This will be achieved through continuous learning, focused problem-solving, and the resulting provision of consistently high-quality customer experiences.
The Senior Team Leader (STL) will play an important role in overall service delivery whilst remaining hands-on in terms of technical knowledge of the Client’s operation. The role involves the management and guidance of designated Team Leaders, and participation in the client relationship alongside the Client Relationship Manger. The STL will play a leading role in monitoring and enhancing total team performance. In addition to the running of the core operational tasks, the STL will also hold responsibility for one or more key areas of the department (e.g. Quality, Productivity/Efficiency, etc).
The STL will be an integral contributor to the team, living and promoting the Company Values.
Responsibilities:
· Guide, coach and manage Team Leaders (and periodically, if necessary, direct-report Customer Operations Specialists)
· Ensure that direct reports and their teams have received all necessary training
· Ensure overall Knowledge Management in relation to both Client and Covalen matters.
· Ensure team adherence to Client and Covalen processes, procedures and policies.
· Develop and maintain a positive working environment, based on open communication, honesty, integrity and transparency.
· Contribute to a strong Client Relationship, and continuously promote the Client’s Customer Experience philosophy and work methods to the team.
· To carry out all duties in an accurate, diligent and timely manner.
· Participate in client calls and the preparation of any client reporting, ensuring that only the most accurate data & information is sent to the client.
· Client communication and point of contact for any client queries, request and complaints.
· Participate or leading meetings and Calibrations related to the client account representing both client and Covalen.
· To participate in recruitment of the most suitable and eligible people to the teams.
· Planning and reporting (internal/external) for new joiners/role changes.
· Engage in any other ad hoc activities requested by the Client
· Ensure performance of all aspects of People
· Manage Employee Engagement activities
Requirements:
· APA Qualified or must be willing to achieve APA Qualifications (Loans & Regulations) within probationary period.
· Minimum of 1 years’ operational experience in Customer Service/Contact Centre.
· Minimum of 1 years’ People Management experience.
· Minimum of 1 years’ involvement in Quality Management and reporting.
· Minimum of 1 years’ involvement in Productivity Management.
· Minimum of 1 years’ business-to-business Client Relationship Management engagement.
· Ideally holds a third-level qualification in business or a related discipline.
· Demonstrates a strong performance ethos and personal commitment to achieving outstanding performance and meeting KPIs/targets.
· Excellent analytical and decision-making skills.
· Demonstrated ability to perform well in a rapidly changing environment and across multiple teams.
· Proven track record of collaborating with cross-functional groups to produce results.
· High fluency in English
· Excellent knowledge of Microsoft Office products, especially Excel and Outlook.
· Excellent knowledge of the relevant Client platform, or a proven ability to quickly learn new systems to a high level of expertise.
Benefits:
· Tax Saver Tickets
· Bike-to-Work Scheme
· Employer Contribution PRSA Scheme
· Hive Medical Cash Plan
· 4 Weeks' Annual Leave
· Extensive Training and access to Wellness Programme
· Employee Assistance Program (EAP)
· Employee Engagement Initiatives & Committees
· Career Progression
· Further Study & Qualifications Support
Location: Henry Street, Limerick (full time onsite)
Contract: Permanent Full time
Working Hours: Working hours will be Monday - Friday, 9am-5.30pm however flexibility will be required based on operational requirements
Required to have the rights to work in Ireland full time.
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