Team Leader

Fexco

Kerry

Fexco is currently recruiting for a Team Leader to join their Bord Gáis Energy team. This role is being offered on a permanent basislocated in Killorglin. Job Purpose: As exciting new opportunities are being presented in Bord Gáis Energy,we are looking for a Team Leader to join our team. Your main purpose is to support, manage and develop your team. Taking ownership of their performance and build a high. performance team. Through effective management you will ensure the agreed SLA’s between the client and the contact centre are achieved. The successful candidate will be expected to build strong and effective relationships with. both internal and external clients.As Team Leader your behaviour will be seen and mirrored within the team which will. lead to an effective, inspirational and result driven environment. Main Responsibilities: Coach, develop and support your team members ensuring regular formal and informal 1:1s and compliance with the FEXCO PMD framework. Champion the MBSO best practice Quality framework by promoting quality achievement and performance improvement in order to deliver on the client`s NPS commitments. Build partnerships with the various stakeholders, both external and internal to support the Voice of the Customer ethos. Take responsibility and ownership for the productivity of your team. Practice the values of teamwork adopting a lead by example approach with your team. Be quality focused with attention to detail at all times. Support a “can do” culture in terms of responding to customer needs. Direct your team to provide high quality customer service to the clients SLA ensuring that all members are familiar with the client and company brand values. Understand the various working systems and working procedures to ensure you have the tools to effectively lead your team. Motivate your team members to perform at their optimum through understanding different personalities and tailoring your style accordingly. Use effective communication skills to ensure all functions are familiar and kept up to date on the progress and status of your teams performance and adherence. Act as point of contact for client queries and escalations when necessary. Investigate client queries for your team members. Proactively identify and flag BPI opportunities as part of MBSO`s continuous improvements model. Ensure compliance of relevant standards and accreditations e.g. ISO, CCA, PCI. Be familiar with and practice a consistent and reasonable approach to the client & company policies and procedures. Any other ad hoc duties as required. Competencies required: The successful candidate is likely to be: Flexible and adaptable with a positive attitude to change. Demonstrate analytical capacity and innovative problem-solving skills. Possess a professional, diplomatic and analytical approach to your own specific tasks and those of your team. Display strong coaching and mentoring ability. Possess a high level of commercial and business focus to ensure the relevance of all activities and solutions. Demonstrate confidence, decisiveness and influencing behaviour in the workplace. Understand and display strong communication and leadership competence. Demonstrate effective time management and multi-tasking ability in relation to your workload. Proven experience with direct responsibility in all aspects of people management within a multi-functional environment. Experience with Contact Centre Technology e.g. Work Force Management Systems, Telephony/AVAYA, Phone Recording Systems. Big picture thinker - ability to identify opportunities, efficiencies, alternative uses of technology and resources. Possess a strong knowledge of the outsourcing industry. The closing date for all applications is 3rd October 2018. Fexco is an equal opportunities employer This job originally appeared on RecruitIreland.com.

2033 days ago