Team Leader - Call Centre

Job Overview

GALWAY - CALL CENTRE TEAM LEADS REQUIRED

Our client currently has an immediate requirement for a number of Team Leads within their operation to work within a new and exciting contract.
Reporting to the Ops Manager - you will be responsible for a dedicated team including the leading,
guiding, motivating, and managing the performance of your team.

This is a contract role with a view to permanent employment.

This is a busy position within a call centre environment that will require you to have strong analytical skills and an ability to lead and drive the performance of your team with a
continuous eye on quality and ways to improve levels.

As a Team Leader, you will be focused on the continuing improvements and development of the company

Key duties will include:
Track record of meeting targets on a daily, weekly and monthly basis.
Ensure calls are answered efficiently, understanding the business unit contract.
Maintain account knowledge, including attending relevant Advisor product and process training.
Take advantage of opportunities to identify and support staff development, succession planning, and talent management.
Monitor, analyze (call calibration) and act to ensure quality standards are met.
Respond to Client queries and communicate complex ideas simply and clearly.
Lead by example, actively promote and foster a culture where learning and customer service are of the highest priority.


Skills Required
Ability to multi-task in a busy environment and deal with customer queries.
Proficient in the use of MS Office - Word, Excel, etc
Flexible and adaptable with a positive attitude to change.
Possess a professional, diplomatic and analytical approach to your own specific tasks and those of your team.
Have a high level of commercial and business focus to ensure the relevance of all activities and solutions
Excellent communication skills

If you have 2 years + Call Centre experience and believe you have the skills required to be a Team Lead - please apply with your most recent CV to Bernadette Sisson for immediate consideration.
These roles have an immediate start.

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