At WHOOP, we're on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives.
WHOOP is seeking a Team Manager for our new Overnights team with a passion for leadership, to support our Membership Services Representatives (MSRs). Our Membership Services team is a group of professionals who love supporting communities and geek out on identifying underlying issues for our members.
This leadership role will focus on supporting our teams in Ireland & the U.S. who handle support problems related to the App, hardware challenges with the WHOOP strap, analytical questions about the user's data, and membership and billing-related questions. We are looking for a highly motivated individual who already has a passion for creating an amazing member experience and wants to help drive others to do the same. You must have a strong aptitude for coaching and driving a team to success.
Reporting to the Operations Manager, you will provide leadership and supervision within the Operations team, ensuring your team meets and exceeds service delivery targets with first class support to customers.
This Team Manager role is a Hybrid role meaning that 1 day per week you can work remotely and the remainder of your working week will be based in our Limerick office in Ireland.
RESPONSIBILITIES:Manage a team of 10-15 Membership Services Representatives with varying schedulesIdentify training opportunities & take action on them with the support of L&D and the teamConduct regular 1:1s, team meetings, and coaching sessions in line with agreed standardsBuild, develop, and lead a team of employees into a high performing team that meets or exceeds performance goalsEngage and develop a team of direct reports, fostering an open collaborative environment where best practices are sharedSupport and drive needs-based initiatives through communication, coaching, feedback and best practice sharingConduct regular shadowing sessions among agents for quality and efficiency purposesReview emails and escalated client issues in an acceptable time frameFollow company guidelines while thinking quickly to offer solutions to meet the members' needsProvide clear documentation of all performance conversationsUnderstand Tier 1 and 2 processes and procedures with the ability to support team questions while providing approvals as neededInteract with members on escalated issues as necessaryCreate and maintain a positive culture within the teamManage any HR issues as appropriate in accordance with company guidelinesREQUIREMENTS:Previous Team Leader/Manager experience is favourable in a contact centre environmentExperience working overnight shifts in a previous role is preferred but not mandatoryPassion for leading and coaching othersExcellent written and oral communication skillsPositive attitude and high energy performerAbility to thrive in a dynamic, fast-paced startup environmentAbility to leverage multiple applications and toolsPlanning and organisational skills, with the ability to work under pressure, remain calm, communicate and to prioritise workload to meet deadlinesProven track record of analysing information, troubleshooting problems, and resolving or issues as neededMust be eligible to live and work in IrelandMust be available to work at our Limerick office in line with the Hybrid ModelShifts will be across a Monday to Sunday periodInterested in the role, but don't meet every qualification? We encourage you to still apply! At WHOOP, we believe there is much more to a candidate than what is written on paper, and we value character as much as experience. As we continue to build a diverse and inclusive environment, we encourage anyone who is interested in this role to apply. WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.
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