Customer Service Team Lead - Dublin, Ireland - Actavo Group

Description

Actavo

Customer Service Team Lead - Virgin Media
Business support Dublin Permanent PART 1 : Role Details Role Title Customer Service Team Leader Department Virgin Media Reports To Customer Service Manager Location Magna Park, City West PART 2: Role Purpose The Team Leader is required to manage and lead a team of back-office employees. You will be the contact point for all team members to communicate company targets and goals, safety practices and deadlines to team. You will be responsible for achieving a set of operational KPIs and should be able to act proactively to ensure smooth team operations and effective collaboration.
Ultimately, you should lead by setting a good example and engage the team to achieve goals.

Benefits:

Pension plan

Life assurance – 4 times your annual salary

Employee assistance programme

Refer a friend scheme

Maternity pay

Employee discounts – on hotels, gyms, electronics and more

Educational assistance

Career progression opportunities

Christmas savings club

Long Service Awards

PART 3: Principal Responsibilities

Adhere to and maintain compliance with all Health and Safety procedures within your work. Ensuring you are responsible for yourself and/or team members who report into you

Managing client relationships in a professional manner, field and BO capacity with our clients to maximise our revenue and managing and rostering both Agents and Engineers schedules in a fair and efficient way

Ensuring engineers are crewed on a daily basis with the most efficient schedule to meet client and Actavo requirements

Answers team member questions, helping with team member problems, managing Team members training to maximise their capabilities and monitoring team adherence, performance, reporting on metrics on a daily basis

Setting clear team goals, delegating tasks and set deadlines for your internal team and provide one to one feedback to each team member on a monthly basis

Conduct team meetings to update members on best practices and continuing expectations, generating and sharing comprehensive and detailed reports about team performance, mission-related objectives, and deadlines to management team

Develop strategies to promote team member adherence to company regulations and performance goals

Ensure company brand materials and physical working spaces meet and exceed company presentation standards

Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer queries

Support the team manager and perform management duties when manager is absent or out of office

Deliver innovate ideas to ensure the team and Actavo are continuously improving
processes

Assist management with hiring processes when desired

PART 4: Person Specification Education/Qualifications

Bachelors 'degree in business/management or relevant field advantageous but not
essential

Experience

2-3 years previous experience working in a high-volume contact centre environment
leading a team

Skills & Competencies (evidence of)
Technical

Excellent literacy, numeric and IT skills including proficiency in MS Office; knowledge of Clarify system is desirable

Interpersonal

Excellent organisational, interpersonal and communication skills required

Business Skills

Problem Solving skills

Customer Service skills

Time Management

Communication and Negotiation

Team Management

Personal

In-depth knowledge of performance metrics

Decision-making ability

Exceptional customer focus with a positive can-do attitude

Courteous and friendly professional telephone manner essential

Decision-making skills

Exceptional customer focus with a positive can-do attitude

Courteous and friendly professional telephone manner essential

ACT 2