Team Lead
Cpl Group View all jobs
- Limerick
- €37,000 per year
- Permanent
- Full-time
- To directly coach and manage a team of COSs in line with company and client requirements.
- To ensure adherence to agreed processes and policies within the allocated team, for assurance of high-quality servicing.
- To motivate the team to provide best-in-class service, developing and maintaining a positive working environment for the team, based on open communication.
- To contribute to positive Client Relationship development through positive operational intent and strong results-orientation.
- To operate with honesty, integrity and transparency in all aspects of the work.
- To oversee team and individual performance through continuous engagement with dedicated Quality Analysts (QAs), and be accountable for team performance development.
- To carry out frequent, targeted coaching based on issues/trends notified, providing constructive feedback and learning opportunities in order to ensure that agreed Service Levels are being met
- To ensure COSs receive all appropriate training, both initially and on an ongoing basis.
- To handle queries, issues or complaints that have been escalated from the team, in line with the processes agreed with the client.
- To seek out opportunities for continuous improvement.
- To carry out any administrative or managerial functions in an accurate, diligent and timely manner.
- To maintain team staffing levels in accordance with ongoing servicing requirements (daily scheduling, scheduling of annual leave, flagging recruitment needs)
- To participate in internal & client reporting, as required.
- To carry out all aspects of People Management including initiation of any necessary Performance Improvement Planning, management of attrition, time and attendance, recruitment, training, retention and employee experience initiatives, reporting.
- To carry out any other ad hoc duties that may arise during the development of the role or operation, including the processing of tickets during any downtime.
- A desire to create a collaborative environment, and to participate in that collaboration, while taking overall responsibility for the team.
- Evidence of enhanced results through individual and team coaching.
- The confidence and personal strength to direct and motivate others
- Being an inquisitive problem-solver who 'gets ahead' of potential issues.
- An ability to drill into detail, while never losing sight of the bigger picture.
- Quantifiable personal and/or team successes in the past
- Conscientiousness, and the ambition to participate in the development of a successful operation.
- Ability to see the 'client view', understanding the impact of the work on the development of the relationship.
- Willingness to be flexible in their work, and adaptable to a range of activities on any given day.
- Ability to efficiently work to specified project delivery deadlines
- Communication & interpersonal skills
- Proficiency in Microsoft office suite
- Excellent attention to detail
- Must be a good team player
- Excellent time management skills
- Flexible and innovative
- Holds a third-level qualification in business or a related discipline, preferably QFA qualified.
- Min 1 years' client interaction and operational experience.
- High fluency in English, with excellent comprehension (verbal and written), spelling, grammar and punctuation is required.
- Excellent knowledge of Microsoft Office products, especially Excel and Outlook.
- Demonstrates a strong performance ethos and personal commitment to achieving outstanding performance.
- Excellent analytical and decision-making skills.
- Demonstrated ability to perform well in a rapidly changing environment and across multiple teams.
- Proven track record of collaborating with cross-functional groups to produce results.