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.
Responsibilities:
- 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.
INDCLA
