Collins McNicholas

Customer Service Team Lead required with 3 years’ experience managing teams i – Long term contract – Galway 

  • Responsible for the performance management of the team, ensuring that the performance management process is maintained and that team members receive relevant and timely feedback on an ongoing basis
  • Organising the workload for the team and ensuring that the right resources are available and trained to the highest standard
  • Measure, monitor and report on established Customer service KPI’s ensuring that they are met on an on-going basis.
  • Continuously reviewing opportunities to streamline processes and implement IT or system changes that will drive efficiencies and improve our customers experience
  • Work closely with the Customer Service Support Specialist facilitating the induction and training of all team members, ensuring that the highest levels of training are delivered and measured.

 

Requirements: 

  • Minimum 3 years’ experience managing teams in an ISO regulated environment
  • Experience in establishing a “Best in Class” for Customer Service with a focus on continuous improvement and KPI’s
  • Demonstrated success in managing and coordinating a multi-skilled team in performance and productivity
  • Experience in call monitoring system and strong knowledge of telephony KPI’s
  • Proven track record in delivering KPI’s in a changing environment
  • SAP ERP and CRM experience essential

For a confidential discussion and more information on the role, please contact Noeleen Stewart on 091706712 or email noeleen.stewart@collinsmcnicholas.ie.

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