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CUSTOMER SERVICES TEAM LEADER
Company:DIGIWEB |
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Job Reference Number |
14348610 |
Client ID: |
RI/ |
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Posted On: |
Jul 30 2010 |
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Location: |
DUNDALK, LOUTH |
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Job Type: |
Permanent |
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Salary: |
DOE |
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Benefits: |
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The Team Leader will effectively manage and coach a team of customer service agents to deliver a high quality service which exceeds the customer's expectations. This is the ideal role for a results driven candidate with people management experience, looking to further their career within a fast moving environment.
As a Customer Service Team Leader you will be tasked with providing high quality and consistent levels of support to both existing and potential customers and internal departments. In addition to day-to-day management of your team, you will be responsible for taking ownership of escalated issues, seeing them through to conclusion.
Duties include:
Responsible for the planning, scheduling and delivery of work within a team to ensure completion of departmental tasks.
Monitoring team and individual KPIs, holding monthly reviews and appraisals with team members to review individual performances.
Make recommendations for improvement /development to achieve both team and individual KPI's.
Coaching, motivating and leading team members to their optimum performance levels ensuring maximum quality and productivity.
Monitoring of the call queuing and email enquiry system and managing staff accordingly.
Ensure that business processes within the teams and department are adhered to & kept up to date.
Ensuring that the team are fully trained and up to date on product information.
Manage team absence & disciplinary issues and take action as required with the support of the HR department.
Compile monthly statistics and ad-hoc reports for Management
Recruitment & selection as well as administrative tasks.
Skills Required:
Coaching skills & experience
Excellent communication skills, both written and verbal.
Analytical mind and the ability to think laterally to aid problem solving.
Extensive experience of working within a busy call centre environment.
Experience of people and task management.
Strong organisational & time management skills.
Ability to motivate others.
The ability to use initiative and cope under pressure whilst working within the requirements of the department's procedures.
High level of accuracy, numerical literacy and attention to detail with the ability to format letters/correspondence
Computer literate with a working knowledge of MS Office products.
Benefits
· Attractive Salary
· Vivas Healthcare
· Pension
· Subsidised gym
· Free Broadband
· Social Club
· Car Parking
Location: Dundalk
