Team Manager

Job Overview

Team Manager-Athlone,Co. Westmeath

Permanent Role-Full-time

Hybrid working Options Available

My client a global leading insurance company are looking for a Team Manager to lead a team of Customer Service Agents who primarily deal with providing emergency assistance to motor and home customers.

The Team Manager ensures a professional and customer-focused work environment which fully engages their team to deliver. Using effective communication skills, Team Managers provide effective daily supervision of their team exhibiting the skills needed to motivate and coach them to achieve results in accordance with set targets and procedures.

Responsibilities:

  • Understand and support customer scope targets and actions to achieve required levels of customer advocacy Share ideas for improvement with the line manager
  • Provide recognition and coaching to team members based on both internal quality assessments and external customer feedback
  • Respond to all forms of customer and client feedback with recommendations and by implementing agreed actions
  • Carry out call and work monitoring from time to time when team members require additional coaching based on feedback
  • Support the team by handling customer contact in escalated situations, and/or directing them to another member of the team with the appropriate skill level to assist
  • Ensure the team understands its own performance by sharing key indicators
  • Support the Head of Contact Centre to build roster and shift patterns that match the needs of call profiles
  • Creating and maintaining a culture of continuous improvement
  • Holding monthly 121s with team members and a structured, effective team meeting
  • Operate a flexible approach to sharing resources, especially with the wider team e.g. to handle peak demand or sharing tasks across teams
  • Ensure effective management and monitoring of all employee relations issues, including absence, disciplinary and performance issues in conjunction with Human Resources
  • Follow procedures set out in the employee handbook and as communicated by the line manager

Requirements:

  • CIP qualified or, APA plus PDI-04 and working towards accreditation
  • Excellent level of customer focus
  • An excellent communicator, capable of influencing and asserting opinion at all levels
  • Proven experience as a team player, capable of operating effectively within a senior cross-team management function
  • Proven ability to manage change
  • Strong coaching skills
  • Good communication skills - comfortable presenting to employees
  • Good planning and organisational skills
  • Good IT skills, and understanding of contact or claim centre tools and systems
  • Proven experience in a similar role is desirable, but not essential
  • Proven commercial awareness
  • Understanding of Irish & UK regulation
  • A track record of delivering results as a team leader/manager is desirable
  • Proven people management experience and skills - building and leading teams is desirable
  • A high degree of drive and commitment is a must in this challenging role
  • Ability to demonstrate a highly professional work ethic and positive attitude

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