Customer Service Team Leader

My Client, a Global Medical Device Healthcare company based in Citywest, Dublin are seeking to hire aCustomer Service Team Lead on a permanent basis. This role is Monday - Friday, working 2 days in the office in Citywest and 3 days from home. This is a permanent position. Responsibilities include - Leadership of the NPWT CS UK & Ireland team in Dublin with the focus on Smart Customer ServiceManagement and coaching of assigned employees with the aim of exceeding quality and service specificationsPerformance monitoring and evaluation of employees with a focus on the company & personal goalsClosely monitor service levels and KPIs across all channels as well as capacity planningMotivation of employees to proactively contribute ideas in the sense of continuous improvementControl of processes & continuous improvement within the CS department and with regards to cross-departmental processes with the aim to increase customer satisfaction in a smart wayInformation and communication interface between the team and the Customer Service Manager EMEAClose cooperation with other CS NPWT & other function departments in EMEA the OTC process (Field Service/Operations, Contracting, Sales & GSC)Experience Required - Employee management and experience in key figure management and performance managementExperience in call coachingExperienced in leading people through changeContinuous Improvement know-how in order to identify wastes & improve processes within CS departmentVery good affinity for numbers and routine in dealing with reporting toolsRelevant professional experience in customer service (min 2 -3 years leading teams); ideally in an international environmentAbility to lead employees and motivate them to perform at their bestAssertiveness, self-confident appearance and goal orientationGood MS Office skills and experience with CRM and ERPWhat's on offer - Health Insurance: Laya Health, full family coverAnnual Leave days: 25 days plus service days 1 per 5 years of service up to a max of 30 daysPension ContributionSalary c.€70,000For a confidential discussion and more information on the role, please contact Sarra Hadi at ****** or call 090-6478104.

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