Customer Service Assistant Manager

Job Title: Team LeaderReporting to: Operations
LeadLocation:
Dublin Overall Job
PurposeThis position offers
you the opportunity to work alongside one of our high profile
clients whospecialise in internet based searching and
video sharing platforms.
As a Team Leader you will beresponsible for managing a team of agents to support our
client.
You will be responsible for runningthe day to
day business including business continuity planning, client
relationship management,project management performance
management, leadership and coaching.
In order to be
successfulin this role you must embrace a fast changing
and dynamic environment, and be comfortableinteracting
at all levels within your own organization while managing
relationships within the client'sorganization.
Duties and
Responsibilities? Lead and
motivate employees to meet and exceed personal targets and team
SLA's (e.g.productivity & quality).
Drive high
performance culture.
? Communicate effectively with team
members and stakeholder within the business? Conduct
regular one to ones, team meetings and performance reviews.
? Monitor and manage staffing, capacity and work distribution
ensuring optimum productivity,efficiency and workflow
management.
? Act as the first point of contact to
manage team related issues and challenges e.g.attendance management, HR policy implementation.
?
Define, review and provide ongoing, meaningful feedback on
performance objectives toemployees.
?
Encourage and promote employee wellbeing through active
participation in wellnessactivities and other
initiatives.
? Take measurable actions to monitor and
increase engagement, motivation and retention ofemployees.
? Continuously motivate the team to
drive for success in client satisfaction.
? Manage
effective client communication and interaction in a professional
manner? Proactively identify and communicate market
trends and insights.
? Identify risks and put
appropriate mitigation measures in place.
? Work closely
with management teams to resolve potential client
escalations.
? Document processes, implement and manage
changes within the lines of business.
? Coordinate cross
location support and partner with cross-functional support teams
globally.
? Participate in recruitment and induction
training of new staff.
? Provide regular and ad hoc
reporting to management teams.
? Implement and manage ad
hoc requests and tasks.Required Qualifications &
Experience? Fluency in written and spoken English is
essential for this role? Excellent written and verbal
communication skills with the ability to deliver clear
messages? People management skills with the ability to
coach and mentor others? Demonstrated ability to manage
and exceed performance related targets? Proven ability
to develop and maintain effective relationships with others? Inspires others' commitment to their work and organizational
excellence? Works collaboratively within a
multicultural environment to accomplish team andorganisation objectives? Results oriented with the
ability to set and achieve challenging goals? Ability
to plan time effectively in order to increase effectiveness,
efficiency, and productivity? Strong organisation,
planning and prioritisation skills with the ability to manage
several tasksat once? Flexible in a fast
paced, changeable environment and can adapt quickly?
Strong attention to detail to ensure information is complete and
accurate? Client focused with a commitment to
delivering highly effective service standards with bothinternal and external stakeholders? Excellent
analytical skills with the ability to identify risks and use data
to evaluate root causesand provide solutions? Develops and implements strategies that optimize individual
performance within theorganization? Ability
to deliver effective presentations and training sessions to educate
others on topics oforganizational importance? Works collaboratively with others to accomplish team and
organisation objectives? Strong decision making skills
with the ability to identify key issues and implications to
makeinformed and objective decisions?
Ability to manage projects effectively to ensure deliverables are
achieved as per plan? Displays a high level of
professional integrity and promotes conduct and behaviors
consistentwith company standards? Ability
to work on own initiative to identify and solve problems using
logic, judgment, anddata and recommend solutions to
achieve the desired organizational goal or outcome Competencies? Initiative? Solution Orientation?
Collaboration? Organizational Commitment?
Providing Direction? Developing People?
Impact and Influence? Organisation & Planning? Customer & Client Focused? Resilience &
Adaptability