Customer Care Team Leaders

CREGG are currently recruiting for Customer Care Team Leaders to work with our well-known telecommunications client based in the Limerick region. These roles are based fully onsite in our clients Limerick office.

1 x Permanent role
1 x Maternity Cover Contract (initial 12-month contract)

About the Role:
Reporting to the Operations Manager, the Team Leader will be an excellent people manager who has tacit knowledge across operational, product and support processes. 
The successful candidate will be responsible for leading a Customer Services Support Team, comprising of circa 15 direct reports. As Team Leader you are responsible for the end-to-end performance of your team. You will drive an atmosphere of “Can–Do” while working in a complimentary way to the existing lines of business in the customer care function.

This is a highly visible position that is critical to the company's operations, with direct accountability for daily operational performance and ongoing performance management, quality, and metrics across a multi-disciplined team who work across all lines of business, first line and second line activities. The Team Leader will have exceptional leadership skills, can lead change in through influencing and collaboration. Ready to work side-by-side with their team they will motivate and mentor team members and have the interpersonal ability to drive alignment across different functions and sites. 

Specific Duties & Tasks:

• Effectively lead and proactively coach and develop your team.
• Drive and motivate your team to deliver the ultimate customer experience.
• Set, measure and review the key performance indicators for team members through formal and informal feedback mechanisms.
• Proactively develop and grow value added customer care in your team.
• Take responsibility for customer issues in terms of pressing for prompt closure, escalation and efficient problem resolution.
• Identify issues and service improvements and advise relevant area.
• Drive commercial offerings and develop commercial awareness within team.
• Continuously assess own and agents training needs and take responsibility for training/coaching activities to meet these needs.
• Proactively support your manager and colleagues as required.
• Proactively keep up to date on all new procedures, products and information.
• Act as a point of reference and technical assistance for team members.
• Support other areas in accordance with Business needs.

Skills & Experience:

• You will have a minimum of 1-2 years people management experience particularly in leading, motivating and coaching teams to constant success.
• Experience working in a fast-moving environment or busy contact centre. 

• Excellent interpersonal skills with a proven ability to build positive working relationships and develop an effective team. 
• Strong problem-solving skills and who can get to the heart of the matter. 
• The ability to communicate effectively and efficiently with the business while ascertaining the key impact/detail behind the issue/request.
• Ability to work in a fast-paced environment, under pressure and embrace change. 
• Natural leader, someone who can motivate their team to achieve outstanding results.
• High attention to detail, someone who cares about quality in everything they do. 
• Organised and excellent time management, ensuring deadlines are always met.  

Offer: Attractive salary and excellent benefits on offer including pension, healthcare etc. for the successful candidate.

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