Team Lead Customer Care Permanent

Our client is based in Dublin 12 and is currently recruiting for an experienced Call Centre Team Lead to guide their team.

This is a permanent position and salary is €45k plus bonuses.

DUTIES OF THE ROLE

• • Overseeing the day-to-day operation of the customer care department.
  • Delegating tasks and setting deadlines for the customer relations team.
  • Answering questions from team members and providing guidance and feedback.
  • Carrying out day-to-day customer care duties.
  • Preparing daily / weekly/ monthly/annual results and performance reports.
  • Devising ways to optimize systems and procedures.
  • Assisting in the formulation of individual and team targets.
  • Training, coaching and motivating employees.
  • Monitoring the team’s performance and reporting on metrics.
  • Keeping management informed on issues and problems.
  • Various ad-hoc duties.

THE IDEAL CANDIDATE:

• • Motor sector experience ideally but not essentially.
  • Previous call centre supervisor or similar supervisory position.
  • 2+ years’ experience of coaching/mentoring essential.
  • Possess excellent people management skills and leadership ability.
  • Exhibit strong interpersonal and communication skills.
  • Excel in providing exceptional levels of service to our customers.
  • Be a sound decision-maker, with the ability to prioritise and multitask.
  • Have the ability to work calmly under pressure, meet deadlines and achieve results.
  • Possess good administration skills and attention to detail.
  • Be tech savvy with knowledge of telephone equipment and relevant computer programs (e.g. MS Office- Autoview – CRM – EVA – ELSA).