Team Leader - Customer Service - Clonakilty
Core
Lead and support a team of Customer Service Advisors while handling customer calls to ensure service excellence and operational demand.
Role type
Customer Service Team Leader
Builds
Customer service operations and team performance
Domain
Customer service / Telephony
Deliverable
client delivery
Required skills
Team leadership, coaching, performance management, KPI monitoring, escalated complaint resolution, data capture, compliance management, payroll administration, problem-solving, multi-channel communication
Preferred skills
Empathy, motivation, organizational skills, grammar and vocabulary proficiency
Technologies
Telephony systems, computer systems
Responsibilities
Supervise and support a team of Customer Service Advisors, coach and mentor team members to improve performance, monitor and drive performance against KPIs, handle and resolve escalated customer complaints, ensure compliance with data protection legislation and company policies, manage payroll accuracy, conduct performance management processes
Seniority
Individual Contributor with leadership responsibilities
