Description
Are you an ICT Star? Are you self-motivated, enthusiastic and love a challenge? Do you have what it takes to grow, progress and develop in a dynamic, fast –paced environment? Sound Exciting? Then read on…
We at Chase Resourcing, in conjunction with our client, a Global Leader in the Finance & Information Technology sector, are looking for people made of More to join their expanding operations in Tralee, to support the group’s Western Hemisphere IT operations including US, UK, Dubai and potentially other markets in due course.
This is a unique, exciting opportunity to join a major blue-chip/ financial company in Kerry. We are looking for outstanding individuals, who are proactive, capable of owning an issue to completion and can work on their own initiative, as well as part of a Global team maintaining excellence.
We are currently seeking an experienced Call Centre Technical Team Lead to join an ever expanding and evolving team in Co. Kerry.
Responsibilities
- Setting and meeting performance targets for speed, efficiency and quality;
- Managing the daily running of the call centre;
- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
- Maintaining up-to-date knowledge of industry developments and involvement in networks;
- Monitoring random calls to improve quality, minimise errors and track operative performance;
- Reviewing the performance of staff, identifying training needs and planning training sessions;
- Recording statistics, user rates and the performance levels of the centre and preparing reports;
- Handling the most complex customer complaints or enquiries;
- Organising staffing, including shift patterns and the number of staff required to meet demand;
- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
- Forecasting and analysing data against budget figures on a weekly and/or monthly basis;
Experience/Proven Skills
- A proven track record in Contact Centre Management
- Good knowledge of Active Directory
- Good knowledge of case management systems and Microsoft Office suite of applications
- Highly motivated, possess a positive attitude and demonstrate ability to significantly contribute to the success of the organisation
- Ability to analyse critical data, provide insights and recommend opportunities for increase in performance
- Strong people manager with excellent interpersonal skills
- Knowledge of customer service & experience principles and practices
- Knowledge of contact centre telephony and technology
Interpersonal Skills
- Passionate about the customer’s experience
- Solution focused
- A strong coach, mentor and leader
- Engaging and lead by example
- Excellent verbal and written communication skills
- Excellent listening skills
- Problem analysis & solving skills
- Attention to detail
- Initiative, adaptability, stress tolerance and resilience
Salary:
DOE