Customer Service Team Leader in Dublin (Ireland)

Where: Dublin (Ireland)

Extent of Work: Full Time

Click here to apply in English

Job Purpose:

You will build, develop & lead a team with a high performing ethos to meet & exceed performance goals. You will coach, engage & develop your direct reports. You will work in a multinational environment, where we take responsibilities across the customer service teams and you will take part in answering inbound contacts, when it’s needed due to escalations. You will also be expected to work alongside the other Team Leads on group projects and initiatives.

Key Responsibilities include:

The Team Leader oversees daily activities of their team of up to 15 agents
You are expected to demonstrate the ability to plan and execute in a fast paced environment
You understand the importance of KPIs & have the ability to analyse, implement & continually improve best practice processes and come with suggestions on improvements
Build & develop the team towards constant improvements on quality and productivity KPIs
Provide daily leadership to the team to meet & exceed customer expectations & business targets
Respond to escalating issues in a quick, effective & courteous manner and take appropriate action
Use your extensive experience & judgment to plan & accomplish goals
Support the integration of new systems & processes within teams
Required Competencies/ skills within the last 5-6 years:

Fluent (written/oral) in English
Fluent (written/oral) in Spanish
Previous Customer Service experience (at a senior agent level at minimum) in high pace environment
Previous Management Experience preferred but not required
Autonomous & Flexible
Customer & Solution oriented
Have to show analytical ability from previous roles in improving the department KPIs
Organised and ability to organise your own work load in balance with the direct team and ongoing project
Ability to motivate & coach the customer service agents to consistently high performance on quality and quantity
Ability to take fast decisions following our processes


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