Team Leader
Job Overview
Team Leader(Contact Centre) - Galway City
This role is full time and permanent with unrivalled career progression opportunities.
You will be working 35 hours weekly between the hours of 8am-8pm.
Our client is looking for a committed and enthusiastic Team Leader who thrives in a fast-paced, customer-focused environment. Reporting to the Assistance Contact Centre Manager, you will provide leadership and supervision within the Motor Assistance team, ensuring your team meets and exceeds service delivery targets with first class support to customers.
What you'll do:
* Improve customer response times by supporting and energising staff, instilling a sense of enthusiasm in the team
* Support the Contact Centre Manager with staff rostering, arranging overtime, approving holiday requests etc.
* Suggest and implement ideas for improving employee engagement
* Communicate appropriately and effectively to ensure everyone is on board
* Address any issues (e.g., shift adherence, quality, productivity) that might arise
* Participate in or lead one-to-one meetings, including managing performance and absence concerns
* Liaise with the Trainer to provide effective training and re-training interventions as appropriate
* Handle complaints in accordance with company protocol & the Consumer Protection Code
* Participate in the recruitment and induction processes for all new hires
* Work to meet all KPI's set by the Contact Centre Manager
* Adherence to and implementation of relevant regulatory obligations such as GDPR and MCC
What they look for:
* APA or CIP qualification a distinct advantage, however not a requirement, but at minimum the successful candidate must be prepared to undertake and pass the APA exams upon appointment. MAPFRE will fund and support your training and qualifications in this regard.
* Previous experience in a Team Leader or a supervisory role is advantageous.
What they offer you:
* Service days
* Time and attendance quarterly rewards
* APA / CIP training
* Free Motor Rescue and European Travel Insurance
* Health insurance discount
* 20% discount on all other travel insurance outside Europe
* Sports & social club
* City centre office location, handy for public transport
* Bike to work scheme
* Travel Pass
* Opportunity to work with a global company based in over 35 countries
Key Contact
Grace Hurley
00353861033728Grace is a high performing, strategic thinking professional with more than 10 years’ experience in the retail industry working with Global Partners within the commercial space. Grace comes to us with a wealth of experience in recruitment, customer service, sales, administration and HR. Grace also…