Contact Centre Team Leader - Dublin

Company : Field Management Ireland

Job Description - Contact Centre Team Leader - Dublin

You must have permission to work full time in Ireland. We cannot accept part-time work permits or any visa with restricted working hours.

This is not a remote position

Position Overview:
As a Contact Centre Team Leader, you will be responsible for managing and leading a team of customer experience agents to ensure the delivery of outstanding customer experiences. Your primary focus will be on driving team performance, meeting targets, and fostering a positive and collaborative work culture within the contact centre.

Key Responsibilities:

Team Leadership:

Lead, motivate, and inspire a team of customer experience agents.
Set clear performance expectations and provide regular feedback.
Conduct regular team meetings to communicate updates and share best practices.
Foster a positive and inclusive team culture.

Performance Management:

Monitor individual and team performance against key performance indicators (KPIs).
Implement strategies to achieve and exceed performance targets.
Identify and address performance gaps through coaching and development plans.

Operational Excellence:

Ensure efficient operation of the contact centre, optimizing workflows and processes.
Collaborate with other members of the management team to resolve customer issues.
Monitor and analyze data to identify areas for improvement.

Training and Development:

Work with the training and compliance manager to deliver training programs for new and existing team members.
Provide ongoing coaching and mentorship to enhance team members' skills.
Identify opportunities for continuous learning and skill development.

Customer Satisfaction:

Drive a customer-centric mindset within the team.
Resolve escalated customer issues in a timely and effective manner.
Gather customer feedback and use it to improve service quality.

Qualifications:

Bachelor's degree in business administarion or equivalent work experience.
Proven experience in a leadership role within a contact center environment.
Strong understanding of customer service principles and practices.
Excellent communication and interpersonal skills.
Proficient in using contact center software and customer relationship management (CRM) tools.

Key Competencies:

Leadership and team management
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to work in a fast-paced and dynamic environment
Customer-focused with a commitment to delivering exceptional service

INDHP

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Contact Centre Team Leader - Dublin

Job Description - Contact Centre Team Leader - Dublin

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