Multinational Contact Centre Manager
3 days ago
About Us
O'Farrell Recruitment is a leading recruitment agency with extensive experience in finding the best candidates for our clients.
We are working with a multinational contact centre in Dublin who are seeking an experienced Team Manager to play a key role in their operation.
The successful candidate will be responsible for building, developing and leading a high-performing team to meet and exceed performance goals.
Job OverviewThe Team Manager will oversee daily activities of the Swedish/Danish customer service team, demonstrating the ability to plan and execute in a fast-paced environment.
You will also be responsible for coaching, motivating and retaining staff, coordinating bonus schemes and contributing to the development of strategies and plans for the Team and/or Department.
Key Responsibilities Include:- Oversight of daily activities of the Swedish/Danish customer service team.
- Ability to plan and execute in a fast-paced environment.
- Analysis, implementation and continual improvement of best practice processes.
- Coaching, motivating and retaining staff and coordinating bonus schemes.
- Development of strategies and plans for the Team and/or Department.
- Leadership to meet and exceed customer expectations and business targets.
- Response to escalating issues in a quick, effective and courteous manner.
- Extensive experience and judgment to plan and accomplish goals.
- Integration of new systems and processes within teams.
- Fluency in Danish, Swedish or Norwegian.
- Previous management experience essential (2 years).
- Excellent organisational and leadership skills with a problem-solving ability.
- Able to work in a very fast-paced environment.
- Autonomous and flexible.
- Customer and solution-oriented.
- Analysis of call centre KPIs and taking appropriate actions.
- Ability to organise own workload.
- Motivation and coaching of customer service agents to high performance.
To be considered for this role, you must have:
- A proven track record in team management and leadership.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritise tasks effectively.
- Familiarity with KPIs and process improvement.
- Fluency in Danish, Swedish or Norwegian.
We offer a competitive salary and benefits package, including:
- €45,000 per annum.
- A 10% annual bonus.
- A relocation package of €5,000 gross and flights plus up to two weeks of accommodation.
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