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Team Leader

Job Ref: JC974444
Sector: Customer Services & Call Centre
Job Type: Temporary
Date Added: 25 October 2018
  • Limerick, Republic of Ireland 2Limerick
  • €25,000 - €35,000 per Annum
    ANNUM
  • Joyce Coffey
Irish Recruitment https://www.irishrecruitment.ie https://www.irishrecruitment.ie/-/media/irishrecruitment/logos/irc-logo-80px-height.png

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Reporting to the Operations Manager, the Call Centre (CC) Team Leader will have the following key responsibilities:

  • Ensure the smooth running of the CC including hour-by-hour assignment of CC activities to CC agents working in this area.
  • Monitoring and measurement of the quality of all call centre customer communication's including inbound and outbound calls, E-mails and other written communication.
  • Continuous management of all customer contact volume to meet agreed customer service levels
  • Continuous Coaching of team members to ensure each aspect of their work meets the required standards.
  • Providing reports to senior management on CC activities as defined from time to time
  • necessary to provide the required levels of service.
  • Completion of regular agent call quality performance evaluations
  • Ensuring that all agents receive and understand the regular CC communication updates which relate to changes in how customer queries are responded to and actioned.

Profile of the successful candidate:

  • experience as a Team Leader in a Contact Centre environment is essential
  • Third level qualification in business, management or related field is advantageous
  • Proven leadership and team working skills
  • Approachable with excellent communication and rapport building skills
  • Exceptional customer service skills with the ability to manage professional relationship
  • Available to work weekdays, weekday evenings and weekends

IRC is acting as an Employment Agency in relation to this vacancy.

Irish Recruitment
24/11/2018 15:30:12
EUR 25000 25000.