Call Center Team Lead | Collins McNicholas

Call Center Team Lead

  • Reference: LK7654321
  • Job Type: Permanent
  • Location: Limerick, Limerick City, Munster
  • Category: Customer Service, Call Centres & Languages

This is a fast paced, dynamic and customer focused role where you will be responsible leading a team. The key is to support this growing function and is a great opportunity for someone who is outgoing and loves leading a team. I am looking for a candidate who is ambitious and will drive the performance within the business.

This is a fantastic opportunity for someone looking to progress in a large and successful organisation based in Limerick.

The candidate will assist the operations manager in ensuring optimum performance is achieved to support required revenue targets. The candidate will successfully manage a team of agents to provide a best in class service to our customers

The Team Leader will have the following key responsibilities:

  • Quality performance evaluations of your team
  • Management of customer contact volume to meet standards
  • Manage the smooth running of the team including hour by hour assignment
  • Monitor the quality of the customer communicator including inbound and outbound calls.
  • Point of escalation for your team members who require additional assistance with customers
  • Provide reports to Senior management
  • Provide continuous coaching for your team members
  • Development and documentation of individual troubleshooting techniques and other key process steps necessary to provide the required levels of service.
  • Working with HR to ensure CC HR issues are managed effectively in accordance with company policies and procedures.
  • Identifying training/coaching needs and working with those responsible for training to identify effective solutions which take cognisance of the lead time, cost and productivity requirements of the CC.
  • Being flexible in your responsibilities within the definition of this role as listed in the job description

Profile of the successful candidate:

  • Approachable with excellent communication and rapport building skills
  • 18+ months experience as a Team Leader in a Contact Centre environment is essential
  • Third level qualification in business, management or related field is advantageous
  • Proven leadership and team working skills
  • Exceptional customer service skills with the ability to manage professional relationships
  • Highly organized with excellent attention to detail * Resilient and receptive to change
  • Self-motivated with a positive attitude * Available to work weekdays, weekday evenings and weekends

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Jennifer O'Gorman

Contact Consultant

  • Jennifer O'Gorman
  • Recruitment Consultant
  • 061 512270
  • Connect with Jennifer

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