Permanent full - time position

Location: onsite (South Dublin)

HOOP: Business hours Monday-Friday

Start date: January 2025

Position overview

If you are an experienced Team Leader/Team Manager, looking for a change, this will be an excellent opportunity for you to join our dynamic team, supporting one of our most exciting clients, a company who is a giant in the Tech industry.

As a Team Leader you will actively support the on-going day to day activities of the Quality Assurance Specialists team by providing assistance, training, technical support, guidance and advice. You will be focused on prioritizing, managing performance of your team members, allocation of work and leading the team to achieve SLA’s and KPI’s.

You will be an enthusiastic, passionate and smart leader who knows how to motivate and inspire a team, that provides personal and efficient solutions for customer experiences.

As part of this role you will:

• Drive individual and team KPI’s such as Productivity and CSAT, etc;
• Ensure positive employee experience by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth and succession planning for the contract;
• Encourage openness and transparency;
• Provide Support, Coaching and Leadership to the team at all times;
• Facilitate regular Team meetings and 1-2-1s with your team to ensure updates are delivered consistently and team have an input into day-to-day operations;
• Proactively liaise with the client and develop good working relationships;
• Liaise with Support to ensure training and refresher training needs are identified and delivered;
• Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals;
• Work with RTA’s to ensure queues are healthy and staffed appropriately ;
• Support your team members' professional development;
• Ensure that service level is maintained and impacts are managed effectively when making team decisions - including authorisation of training requests, team briefings, and absence.
• Develop a full understanding of business needs and how our client's business works, systems used and how their channels/queues are managed.
• Ensure clear and accurate communication is cascaded throughout the operational team and that good communication links are established with all colleagues and the client;
• Promote an atmosphere of innovation and problem solving;
• Promote Respect for Equality and Diversity at all times;

What we NEED you to have:

• Previous Team Leadership/Management experience (with experience of handling HR processes, recruiting, succession planning, chairing 1-2-1, team meetings, driving performance and coaching and developing people) , preferably in BPO environment
• Proven Leadership skills with the ability to lead, motivate and develop a team members
• Commercial awareness, with a strong knowledge of the BPO landscape, industry trends and operational challenges
• Excellent communication and influencing skills with the ability to plan, prioritize and allocate work to achieve and exceed agreed SLA’s
• Ability to work in a fast paced multicultural team. Understanding the differences in mindsets, type of learners, ability to apply different motivation techniques and coaching styles.
• Excellent team player you will have proven experience at working within large and small groups with a direct line reporting structure to Management.
• Effective communication and negotiation skills, you will have a track record of exceeding targets and demonstrated ability to motivate and communicate with others to achieve results
• Excellent IT skills & a passion for technology would be a benefit
• Previous experience in a Technical Support Background advantageous
• Strong multi-tasking with excellent time management skills

What happens next? Apply now and if you're successful with your initial application, our Recruitment department will be in touch within 7 days. You are not fully sure your profile matches all the requirements? Don’t hesitate to apply anyway! We wouldn’t like to miss the opportunity of meeting a great candidate.