Description:
Required Team Leaders required to start ASAP within a mutlinational IT company +30K + career progressions - Contact Silvana on 016146086
Duties:
* Management of a team of 10-15 agents to deliver an agreed service (SLA) to a customer
* Monitor, coach and provide feedback to agents.
* Delivery of Technical Support team service level components, quality and productivity targets & indicators.
* People Management, including all HR related issues, as well as staff development.
* Operational Management: Managing the floor, adherence to schedule.
* Ownership and problem resolution.
* Training and development of staff.
* Motivation, leadership of a team of agents
* Conducting 1 to 1's, team meetings and individual performance appraisal.
* Contribute to the initial hiring and selection process
* Compiling reports on team's performance and customer feedback.
* Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address and work to develop these.
* Offers solutions and suggestions for process and product improvement to management.
* Develop ideas and solutions on any matters relating to improving revenue generation & customer satisfaction and present to senior management.
Experience:
- Ideally the candidate will have a minimum of 2 years contact centre experience with experience coaching people.
- 2 years + management or service level management experience is essential. A Diploma in business management or IT is also desirable.
- The candidate should have proven ability to lead and manage a highly technical team in a fast growing and constantly changing environment.
- Fluent in English + second language (ideally)
If you feel you have the skills for that position please do not hesitate to apply now and I will come back to you shortly with more details about the role. For more information please call Silvana on 016146086