[ref. m32559322] Customer Service Team Lead - Morgan McKinley

My client is currently hiring for a Customer Service Team Lead on a permanent basis based in Dublin West.

Responsibilities:

• Supervise daily operations to optimise productivity, service quality and results in line with centre standards.
• Plan staff rotas, allocated resources and monitored performance against targets, including incentive schemes.
• Draft and reviewed customer correspondence, ensuring accuracy and professionalism.
• Maintain staff records (attendance, leave, appraisals, disciplinary actions) and liaise with HR as required.
• Prepare and present weekly and monthly performance reports to management.
• Provide technical support, guidance and escalation management for the team.
• Ensure compliance with contractual, procedural and regulatory requirements.
• Analyse performance data and implement improvements to enhance service delivery.
• Motivate and coach team members, conducting regular performance reviews and identify training needs.
• Delivered on-the-job coaching, mentoring and facilitate team communication through meetings and briefings.
• Support recruitment, training and onboarding of new staff as required.

• Excellent communication skills, with strong business writing ability.
• Proven expertise in customer care, issue resolution and service handling.
• Strong analytical skills with experience in business planning.
• Effective interpersonal and coaching skills with the ability to lead and motivate teams.
• Proficient in Microsoft Office Suite and related IT systems.
• Demonstrated team leadership experience with measurable results.
• Background in automotive or insurance sectors (advantageous).