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CUSTOMER SERVICE TEAM LEADER
Company:COLLINS MCNICHOLAS RECRUITMENT |
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Job Reference Number |
14566730 |
Client ID: |
RI/GJ33924 J |
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Posted On: |
Feb 8 2012 |
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Location: |
GALWAY |
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Job Type: |
Permanent |
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Salary: |
NEGOTIABLE |
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- Lead, coach and motivate a team of Tier 3 CSRs
- Review performance on an on-going basis and provide regular feedback to direct reports
- To ensure that your team understand operational KPI’s and their individual targets and manage your team’s performance to meet or exceed department SLAs and other departmental goals
- Coach and develop CSRs to deliver qualitative and quantitative targets
- Manage the team’s workload and efficiency to meet or exceed departmental goals
- Ensuring CSRs are empowered with the knowledge and skills or coached to deliver first time resolution with all contacts
- Take personal ownership and accountability of your team
- Manage employees time off requests as well as overall team attendance and adherence
- Help resolve any personnel issues in a professional and timely manner
- Conduct and document performance reviews with agents on a regular basis
- Provide accurate and complete documentation regarding any personnel or coaching efforts for all team members
- Demonstrate a passion for the success of the team.
- Be required to work set shifts as needed that will rotate from time to time based upon department shift bidding procedures
- Undertake all reasonable requests from Management in a co-operative and professional manner
- Handle the most complicated and sensitive of customer enquiries and employee issues
- Handle customer well-being issues
- Take responsibility for all escalations received and ensure appropriate follow-up action as required
Operations
- Help manage, develop and improve on processes and procedures within the department
- Assist in developing, tracking, and reporting key performance measurements for their team
- Work closely with your Team Manager to ensure policies are adhered to and appropriate actions are followed through
- Identify customer impacting issues, escalating to your Team Manager accordingly
- Maintain security and confidentiality of company’s internal information and customer/account information
- Help maintain consistency with other teams
Requirements:
- Minimum four years’ experience in handling customers within a high volume call centre environment
- Previous personnel management experience
- Proven track record of coaching and developing in a one-on-one and team environment
- Strong verbal and written communication skills. Fluency in English essential with fluency in either German or French highly desirable
- Detail oriented with excellent organizational skills
- Maintains a professional and approachable demeanour at all times
- Moderate computer and advanced typing skills
- Team player with a positive attitude
- Ability to handle stressful situations
- Ability to lead, identify and grow talent
- Proficient in conflict management
- Exceptional customer service skills
For further information please contact Noeleen Stewartat Collins McNicholas Galway on 091 706712 or email noeleen.stewart@collinsmcnicholas.ie
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