Job Title: Contact Center Team Lead
Location: Outside Cork City
Salary: Competitive
Employment Type: Full-time, Permanent
About the Role
We're partnering with a leading client to recruit an experienced and motivated Contact Center Team Lead to drive operational excellence in their dynamic contact center. This role is ideal for someone passionate about delivering top-notch customer service, motivating teams, and achieving results in a fast-paced environment. If you're a strategic thinker with a hands-on approach, we want to hear from you!
Key Responsibilities
- Team Leadership: Lead, coach, and mentor a team of customer service representatives, fostering a positive, performance-driven culture.
- Performance Management: Set and monitor KPIs and individual goals, ensuring team members meet and exceed customer service standards.
- Operational Oversight: Oversee day-to-day operations, manage scheduling, and ensure efficient handling of inbound and outbound calls to meet service level agreements (SLAs).
- Continuous Improvement: Analyze team performance metrics to identify areas for improvement and implement strategies to enhance service delivery.
- Quality Assurance: Conduct regular quality checks, review call recordings, and provide constructive feedback to team members.
- Issue Resolution: Act as an escalation point for complex customer inquiries and complaints, providing guidance on best practices for resolution.
About You
The ideal candidate is an experienced team lead with a background in contact centers and a deep understanding of customer experience best practices. Key qualities include:
- Proven experience in a contact center leadership role.
- Strong people management and motivational skills.
- Ability to analyze metrics, drive performance improvements, and meet goals.
- Excellent communication and interpersonal skills.
- Adaptability and resilience in a fast-paced, high-pressure environment.
Why Join Our Client?
This role offers a competitive salary and benefits package, along with the chance to work in a supportive, growth-oriented environment. With ample opportunities for personal development and career progression, you'll play a key role in shaping the success of a talented team.
If you are interested in this role - apply now!
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.
