Customer Service 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:

  • 12 months previous experience in a Call Centre environment is essential.
  • Approachable with excellent communication and rapport building skills
  • Previous experience working in a customer service and leadership position
  • 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 

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Jennifer O'Gorman

Contact Consultant

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

Collins McNicholas Galway Team Welcomes New Team Leaders!

Eoghan Curtin (left) and Christopher O'Toole (right)
  Collins McNicholas Galway welcomes the appointment of Eoghan Curtin and promotion of Christopher O’Toole to Team Leaders! Eoghan is a highly experienced Account Manager with 12 years recruitment experience across all industry sectors with multiple agencies in Ireland, Canada & Switzerland. A native of Bushypark, Galway, Eoghan holds a Masters of Business and a […]
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