Team Lead - Limerick Onsite

Team Leader

Location: Limerick - Onsite ONLY

Type : Permanent, Full time

Role Description

The mission of the team seeking this role is to provide world-class support to customers of a well-known global banking platform. This will be achieved through continuous learning, focused problem-solving, and the resulting provision of consistently high-quality customer experiences.

The Team Leader will play a critical role in service delivery, with responsibility for building and developing a team of Customer Operations Specialist(COS) to achieve the above outcome, with a very strong focus on individual coaching.

The Team Leader will be an integral contributor to the team, working within and promoting the Company Values

Key Responsibilities

·        To directly coach and manage a team of COSs in line with company and client requirements.

·        To ensure adherence to agreed processes and policies within the allocated team, for assurance of high-quality servicing.

·        To motivate the team to provide best-in-class service, developing and maintaining a positive working environment for the team, based on open communication.

·        To oversee team and individual performance through continuous engagement with dedicated Quality Analysts (QAs), and be accountable for team performance development.

·        To carry out frequent, targeted coaching based on issues/trends notified, providing constructive feedback and learning opportunities in order to ensure that agreed Service Levels are being met

·        To handle queries, issues or complaints that have been escalated from the team, in line with the processes agreed with the client.

·        To maintain team staffing levels in accordance with ongoing servicing requirements (daily scheduling, scheduling of annual leave, flagging recruitment needs…)

·        To carry out all aspects of People Management including initiation of any necessary Performance Improvement Planning, management of attrition, time and attendance, recruitment, training, retention and employee experience initiatives, reporting.

·        To carry out any other ad hoc duties that may arise during the development of the role or operation, including the processing of tickets during any downtime.

·        quantifiable personal and/or team successes in the past

·        conscientiousness, and the ambition to participate in the development of a successful operation.

·        an ability to see the ‘client view’, understanding the impact of the work on the development of the relationship.

·        willingness to be flexible in their work, and adaptable to a range of activities on any given day.

·        Ability to efficiently work to specified project delivery deadlines

·        Communication & interpersonal skills

Experience:

·        Holds a third-level qualification in business or a related discipline.

·        Minimum of 1 year contact centre / operational experience.

·        High fluency in English, with excellent comprehension (verbal and written), spelling, grammar and punctuation is required.

·        Excellent knowledge of Microsoft Office products, especially Excel and Outlook.

·        Demonstrates a strong performance ethos and personal commitment to achieving outstanding performance.

·        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.

·        Proficiency in Microsoft office suite

·        Excellent attention to detail

·        Must be a good team player.

·        Excellent time management skills

·        Flexible and innovative

If you are keen to work in a dynamic and fast paced environment, feel free to Apply Now or mail your profiles to [email protected]

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