Team Lead

Role DescriptionThe mission of the team seeking this role is to provide world-class support to customers of a well-known global banking platform. This will be achieved through continuous learning, focused problem-solving, and the resulting provision of consistently high-quality customer experiences. The Team Leader will play a critical role in service delivery, with responsibility for building and developing a team of Customer Operations Specialist (COS) to achieve the above outcome, with a very strong focus on individual coaching. The Team Leader will be an integral contributor to the team, will be working within and promoting the Company Values – Be Brave, Be Wise, Be Proud and Exceed.Key Responsibilities· 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. Essential Competencies:The suitable candidate must have a deep-rooted passion for delivering success. The suitable candidate will have formidable experience and working knowledge of:· Evidence of enhanced results through individual and team coaching.· The confidence and personal strength to lead 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.· An 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· Strong communication & interpersonal skills, attention to detail, team player, time management skills and flexible and innovative.Requirements / Experience:· Third-level qualification in business or a related field· Min 1 year of contact centre experience in managing a team· Fluent in English with strong verbal and written communication skills· Proficient in Microsoft Office, especially Excel and Outlook· Strong performance drive and commitment to excellence· Excellent analytical and decision-making abilities· Adaptable to fast-paced, dynamic environments· Proven ability to collaborate across teams and deliver resultsCandidates who have the permission to work in Republic of Ireland will be considered. This role cannot be worked Hybrid / Remote. Apply NowLI-FA1#CplCovalen