Team Lead
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Application Details
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Job Description- 6627426147461;-8.62954998016357;Carlton House , Shannon Street , Limerick , Co. Limerick , V94 FD80
Company Occipital Limited t/a Covalen
The Team Leader will play a critical role in service delivery, with responsibility for building and developing a team of Customer Operations Specialist (COSs). Flexibility in relation to working hours is required based on business requirements.
Key ResponsibilitiesTo directly coach and manage a team of COSs in line with company and client requirements.
To ensure adherence to agreed processes and policies within the allocated team, for assurance of high-quality servicing.
To motivate the team to provide best-in-class service, developing and maintaining a positive working environment for the team, based on open communication.
To contribute to positive Client Relationship development through positive operational intent and strong results-orientation.
To operate with honesty, integrity and transparency in all aspects of the work.
Duties
To oversee team and individual performance through continuous engagement with dedicated Quality Analysts
To carry out frequent, targeted coaching based on issues/trends notified, providing constructive feedback and learning opportunitiesTo ensure COSs receive all appropriate training, both initially and on an ongoing basis.
To handle queries, issues or complaints that have been escalated from the team.
To seek out opportunities for continuous improvement.
To carry out any administrative or managerial functions in an accurate, diligent and timely manner.
To maintain team staffing levels in accordance with ongoing servicing requirements
To participate in internal & client reporting, as required.
To carry out all aspects of People Management
To carry out any other ad hoc duties that may arise during the development of the role or operation, including the processing of tickets during any downtime.Essential Competencies:
A desire to create a collaborative environment, and to participate in that collaboration, while taking overall responsibility for the team.
evidence of enhanced results through individual and team coaching.
the confidence and personal strength to direct and motivate others.
being an inquisitive problem-solver.
an ability to drill into detail, while never losing sight of the bigger picture.
quantifiable personal and/or team successes in the pastconscientiousness, and the ambition to participate in the development of a successful operation.
an ability to see the ‘client view’, understanding the impact of the work on the development of the relationship.
willingness to be flexible in their work, and adaptable to a range of activities on any given day.
Candidate Experience: Holds a third-level qualification in business or a related discipline.
Min 1 years’ client interaction and operational experience.High fluency in English, with excellent comprehension (verbal and written).
Excellent knowledge of Microsoft Office suite.
Excellent analytical and decision-making skills.
Proven track record of collaborating with cross-functional.
- Sector:
- Experienced [Non-Managerial]