Team Leader

Job Overview

As the Team Leader / Coach you will:

  • Support Senior Team Leaders with providing performance management and reporting to include: Attendance and Adherence, Quality errors by site and tracer, Work Item management and efficiency
  • Support & rollout of performance improvement initiatives in partnership with the management team
  • Complete Quality Evaluations using an initial interim solution, while transitioning to new evaluation system
  • Facilitate the roll out the new standard call quality framework
  • Provide quality evaluation feedback to operations managers on a regular basis
  • Monitor Quality Performance and identify trends and related quality issues
  • Feed back training gaps and/or Quality issues to the Quality Training & Performance Lead
  • Provide support with coaching to teams and training interventions when required
  • Facilitate roll-out of training updates and refresher training and provide content / collateral
  • Support with preparation and delivery of refresher and update training
  • Attend Quality calibration sessions as required
  • Identify and communicate process improvement opportunities

This is a six month contract with potential extension. Immediate start required. Salary of €33k on offer

3 x 12 hour shift and 1 x 4 hour shift

You must have previous call centre experience in a coaching/ team lead position.

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