GMB Team Lead

Job description

Team Leader is responsible for ensuring that the team of Customer
Service Representatives (CSRs) are organized and motivated to provide best in class
customer service on issues that range from billing queries to technical queries. As the
business continues to grow with 24/5 and weekend working, flexibility will be required.

Person Spec and Competencies (please read in conjunction with the Key Result Areas )

Job Type
Full-time

Category
General Management

Location
Eastpoint, Dublin 3

Essential Qualifications, Training & Experience:
12 months experience in your current role (Preferred).
Business/IT Degree or equivalent
Excellent communications skills.
Demonstrate strong interpersonal and team building abilities,
coaching skills, and people management experience.
Strong presentation/relationship building capabilities and
experience.
Operational management and process excellence.
Background in a Customer: Partner and/or Field Service related
area has a clear advantage.
Good overall business knowledge, appreciation & understanding of
business processes.
Customer Service Experience.
Flexible, Can-Do Attitude.
Excellent Communication skills required - both verbal and written.
Must be highly competent in Microsoft Office (All Products).

Desired profile

Qualifications :

Key Result Areas
Responsible for the daily performance of a group of 10-20 CSRs, ensuring adherence to SLA
expectations (productivity, internal quality and external quality, etc.) on multiple communication
channels.
Ensure timely turnaround of customer queries and compliance of operational SLA’s & KPI’s.
Coordinate the day to day activities of the team and facilitate the ramp up of additional activities
as required.
Resource & capacity planning.
Team management - ensure all tasks are been carried out and that all teams are productive and
working as efficient as possible.
One to ones, Team meetings.
Team Issues – attendance mgt, implement HR policies, return to work meetings.
Define and review objectives.
Develop and implement L&D plans for team members.
Headcount management.
Productivity/workflow mgt.
Quality feedback, performance plans and follow up.
Implementation and management of any new HR /AFS initiatives which come on board.
Participate in the recruitment and induction training of new staff.
Continuously motivate the team to drive for success in customer satisfaction.
Using the company performance management programme; appraise, coach, provide feedback &
guidance.
Provide regular and ad hoc reporting, working closely with the WFM manager.
Ensure consistency of standards and procedures with the global team.
Ensure KPIs are met, inside and outside the SLA Measurement.
Monitoring and regular reporting of activities within the team.
Be the first point of contact for customer escalations, resolving issues, complaints and disputes
timely and efficiently.
Responsible for raising awareness of unusual trends in performance, team, attitude and other
management parameters.a