You must have permission to work full time in Ireland. We cannot accept part-time work permits or any visa with restricted working hours.

This is not a remote position

Position Overview:
As a Contact Centre Team Leader, you will be responsible for managing and leading a team of customer experience agents to ensure the delivery of outstanding customer experiences. Your primary focus will be on driving team performance, meeting targets, and fostering a positive and collaborative work culture within the contact centre.
 
Key Responsibilities:

Team Leadership:

• Lead, motivate, and inspire a team of customer experience agents.
• Set clear performance expectations and provide regular feedback.
• Conduct regular team meetings to communicate updates and share best practices.
• Foster a positive and inclusive team culture.

Performance Management:

• Monitor individual and team performance against key performance indicators (KPIs).
• Implement strategies to achieve and exceed performance targets.
• Identify and address performance gaps through coaching and development plans.

Operational Excellence:

• Ensure efficient operation of the contact centre, optimizing workflows and processes.
• Collaborate with other members of the management team to resolve customer issues.
• Monitor and analyze data to identify areas for improvement.

Training and Development:

• Work with the training and compliance manager to deliver training programs for new and existing team members.
• Provide ongoing coaching and mentorship to enhance team members' skills.
• Identify opportunities for continuous learning and skill development.

 Customer Satisfaction:

• Drive a customer-centric mindset within the team.
• Resolve escalated customer issues in a timely and effective manner. 
• Gather customer feedback and use it to improve service quality.