Are you a seasoned Team Leader with a passion for joining a vibrant and innovative organisation? If the answer is yes, then read on!
An enticing opportunity has arisen with my Dublin-based client, specifically within their Contact Centre. As an adept Team Leader, your role will involve overseeing and guiding a team of customer experience agents to guarantee the provision of exceptional customer interactions. Your main objectives will include enhancing team performance, achieving targets, and cultivating a positive and collaborative work environment within the contact centre.

  • Monitor individual and team performance in alignment with key performance indicators (KPIs).
  • Devise and implement strategies to not only meet but surpass performance targets.
  • Identify and rectify performance gaps through the implementation of coaching and development plans.
  • Ensure the smooth operation of the contact centre, optimizing workflows and refining processes.
  • Collaborate with fellow members of the management team to address and resolve customer issues.
  • Analyse data systematically to pinpoint areas for improvement.
  • Work closely with the training and compliance manager to execute training programs for both new and existing team members.
  • Provide continuous coaching and mentorship to elevate the skills of team members.
  • Identify opportunities for ongoing learning and skill development.
  • Lead, motivate, and inspire a team of customer experience agents.
  • Establish transparent performance expectations and deliver regular constructive feedback.
  • Conduct regular team meetings for effective communication of updates and sharing best practices.
  • Foster a positive and inclusive team culture.
  • Instil a customer-centric mindset within the team.
  • Resolve escalated customer issues promptly and effectively.
  • Collect and utilise customer feedback to enhance overall service quality.

Qualifications and Desired Attributes:
  • Bachelor's degree in business administration or equivalent work experience.
  • Proven experience in a leadership role within a contact centre environment.
  • Strong understanding of customer service principles and practices.
  • Excellent communication and interpersonal skills.
  • Leadership and team management.
  • Strong analytical and problem-solving skills.
  • Ability to work in a fast-paced and dynamic environment.
  • Strong analytical and problem-solving skills.
  • Customer-focused with a commitment to delivering exceptional service.
For more information, apply now




To apply for this position, fill in the form below and we will get back will get back to if you are an appropiate candidate for the role.