Customer Service Team Lead - Virgin Media Business support Dublin Permanent PART 1: Role Details Role Title Customer Service Team Leader Department Virgin Media Reports To Customer Service Manager Location Magna Park, City West PART 2: Role Purpose The Team Leader is required to manage and lead a team of back-office employees.
You will be the contact point for all team members to communicate company targets and goals, safety practices and deadlines to team.
You will be responsible for achieving a set of operational KPIs and should be able to act proactively to ensure smooth team operations and effective collaboration.
Ultimately, you should lead by setting a good example and engage the team to achieve goals.
Benefits: Pension plan Life assurance – 4 times your annual salary Employee assistance programme Refer a friend scheme Maternity pay Employee discounts – on hotels, gyms, electronics and more Educational assistance Career progression opportunities Long Service Awards PART 3: Principal Responsibilities Adhere to and maintain compliance with all Health and Safety procedures within your work.
Ensuring you are responsible for yourself and/or team members who report into you Managing client relationships in a professional manner, field and BO capacity with our clients to maximise our revenue and managing and rostering both Agents and Engineers schedules in a fair and efficient way Ensuring engineers are crewed on a daily basis with the most efficient schedule to meet client and Actavo requirements Answers team member questions, helping with team member problems, managing Team members training to maximise their capabilities and monitoring team adherence, performance, reporting on metrics on a daily basis Setting clear team goals, delegating tasks and set deadlines for your internal team and provide one to one feedback to each team member on a monthly basis Conduct team meetings to update members on best practices and continuing expectations, generating and sharing comprehensive and detailed reports about team performance, mission-related objectives, and deadlines to management team Develop strategies to promote team member adherence to company regulations and performance goals Ensure company brand materials and physical working spaces meet and exceed company presentation standards Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer queries Support the team manager and perform management duties when manager is absent or out of office Deliver innovate ideas to ensure the team and Actavo are continuously improving processes Assist management with hiring processes when required PART 4: Person Specification Education/Qualifications Bachelors 'degree in business/management or relevant field advantageous but not essential Experience 2-3 years previous experience working in a high-volume contact centre environment leading a team Skills & Competencies (evidence of) Technical Excellent literacy, numeric and IT skills including proficiency in MS Office; knowledge of Clarify system is desirable Interpersonal Excellent organisational, interpersonal and communication skills required Business Skills Problem Solving skills Customer Service skills Time Management Communication and Negotiation Team Management Personal In-depth knowledge of performance metrics Decision-making ability Exceptional customer focus with a positive can-do attitude Courteous and friendly professional telephone manner essential Decision-making skills Exceptional customer focus with a positive can-do attitude Courteous and friendly professional telephone manner essential ACT 2