Team Coordinator

1 week ago

Dublin, Dublin City, Ireland beBeeTeamCoordinator Full time €45,000 - €55,000
Job Title:
Team Coordinator

Job Description:">
  • ">
  • The ideal candidate will be able to effectively cope with a fast-paced, high-pressure role in a constantly changing business environment. They must be client-orientated, enthusiastic, courteous and assertive, motivated to take charge of both customer engagement and problem resolution.">
  • The candidate will be strongly team-focused with outstanding mentoring and teaching ability and excellent verbal and written communication skills. They must be motivated and committed to continuous self-development and the development of others. They will be flexible and analytical with exceptional trouble-shooting abilities.">
  • The Team Coordinator will be working within and promoting key business values such as being brave, wise, proud and exceeding expectations.">
    • ">
    • Key Responsibilities:">
      • ">
      • Point of contact for all HR/People related issues for the team.">
      • Scheduling and Resource Planning including approving and managing holiday requests.">
      • Managing all onboarding paperwork for access permissions and provisioning etc.">
      • Build loyalty within the team and directly impact performance and productivity improvements.">
      • Lead and motivate staff members and manage the development and performance of each member of the team.">
      • Set clear goals for staff members and manage and assess Team members against goals.">
      • Provide constructive feedback in a timely manner.">
      • Deal with non-performance in accordance with policies.">
      • Responsible for the motivation and leadership of all team members.">
      • Manage Team members and act as point of contact and escalation for any staff members' issues.">
      • Manage team T&A and payroll through available tools.">
      • Schedule and review staff Rota while considering planned and unplanned absence.">
      ">
    • Game Planning and Delivery:">
      • ">
      • Allocating workload to the content analysts.">
      • Take accountability for team and market performance and create action plans to address non-delivery.">
      • Monitoring queues for variable workload.">
      • Flagging and managing changes in capacity due to resourcing (holidays) or volume changes.">
      • Ensuring that the SLAs for timeliness, accuracy and quality are met.">
      • Perform all Services in a professional manner to the client satisfaction.">
      • Provide written reports to Manager and when requested by the client, documenting the achievement of the Services.">
      • Being pro-active and seek out and recommend process improvements to the client to drive increased productivity, customer satisfaction, and overall program efficiency as it relates to the project.">
      ">
    • Tracking Performance and Delivery:">
      • ">
      • Owns and maintains the individual and team productivity trackers.">
      • Train teams/new team members on how to use individual trackers.">
      • Complete weekly and monthly productivity reports.">
      • Delivers Team Huddles.">
      • Coordinate with evening Team leaders to ensure required coverage for markets.">
      • Provides insights and analysis on team performance.">
      • Follow up on any tasks/bugs that affect productivity/queues.">
      ">
    • Client:">
      • ">
      • Responsible for building client relationship.">
      • Attend and participate all necessary Client meetings and conference calls.">
      • Prepare updates, reporting relevant to delivery for the client.">
      ">
    • Communication and organization:">
      • ">
      • Organizing orientation training.">
      • Work with the team trainer to confirm the onboarding training plan, including IT orientation.">
      • Take accountability for working with one or more support functions and driving improvements.">
      • Communicate the seat location of the new staff members with facilities.">
      • Work with the support functions to drive Quality, Training/Process, HR, Recruitment and reporting activities.">
      • Work with other team leads to meet overall team goals.">
      • Act as a mentor for staff enrolled in leadership development paths.">
      ">
    • Management:">
      • ">
      • Adherence to policy and procedures.">
      • Complete tasks and actions within defined deadlines.">
      • Escalate direct manager and client manager, as appropriate.">
      • Report progress to managers on ongoing basis.">
      • Build effective relationship with Management Team.">
      • Constantly keep direct management and client management informed of account/s performance.">
      ">
    • Essential Competencies:">
      • ">
      • Leadership:">
        • ">
        • Proven track record of leading by example.">
        • Ability to motivate and inspire confidence in others.">
        • Ability to transfer knowledge effectively.">
        • Skilled in conflict management.">
        ">
      • Performance Management:">
        • ">
        • Ability to work towards and achieve targets.">
        • Understanding of contact centre metrics and targets.">
        • Understanding of the drivers of staff performance.">
        • Ability to produce standard and ad hoc reports.">
        • Ability to analyse outputs reports, surveys etc. and determine action points.">
        ">
      • Customer Service and Communication:">
        • ">
        • Experience in communication with clients.">
        • Ability to communicate effectively with different groups.">
        • Ability to follow specific processes and procedures.">
        • Demonstrates high level of customer satisfaction.">
        • Experience on Process Managed Environment.">
        ">
      • Problem Solving Techniques:">
        • ">
        • Ability to apply analytical and investigative skills to resolve customer issues.">
        • Ability to handle challenging support situations.">
        ">
      • Technical Requirements:">
        • ">
        • Technical skill with Windows.">
        • Microsoft Office Suite.">
        • Advanced knowledge of Microsoft Excel.">
        ">
      • Key Requirements:">
        • ">
        • Minimum 1+ year in a Team Leader/Supervisory/Manager role in a multinational call centre.">
        • Strong communication skills (both written and verbal).">
        • Detail-oriented and passion for problem-solving.">
        • Ability to work on own initiative or as part of a team.">
        • Experience in social media / trust and safety is an advantage.">
        ">

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