Out of Hours Team Leader (Remote)- Waterford

Title Out of Hours Team Leader (Remote)- Waterford
Employment typeFull-Time, Permenant
LocationWaterford, Ireland
Job Summary:

An excellent opportunity has arisen in RelateCare as we are currently recruiting a full time Out of Hours Team Leader to work remotely.

Please note the hours of work for this role will have a flexible shift pattern anytime between Monday – Friday 10pm -10am and Saturday & Sunday will be day & night shifts.

 

Rate of Pay:

Rate of pay will be discussed on application and will be based on experience.

Responsibilities:
  • Effectively lead your team, maintaining agreed service levels and managing performance through coaching
  • Provide valuable and regular feedback to your team through performance management
  • Manage and monitor team performance against KPI’s
  • Carry out call evaluations to ensure consistency of quality in the standards provided by the team
  • Drive a strong customer focus with commitment from the team to deliver the highest standards in customer care and professionalism
  • Act as a referral point for the team for complex and escalated queries
  • Provide detailed reports of the service performance
  • Identify and inform the Operations Managers of call trends and other related issues that affect and drive the department’s daily operations
Requirements:
  • Proven communication skills, both written and verbal
  • Excellent interpersonal skills
  • Ability to perform under pressure
  • Ability to work independently and under limited supervision
  • Reliable, self-motivated and well organized
  • Ability to multitask in a fast-paced environment
  • Ability to manage a team remotely
  • 12 months previous managerial experience required (within a contact center would be an advantage)
  • Relevant 3rd level qualification an advantage

 

Desirable Skills:

Benefits

RelateCare is in partnership with a number of local business that would provide discounts on products and services to employees.

Some of our benefits that are available to employees would include:

  • Medical Scheme
  • Bike to work
  • Gym Membership
  • Education/Development Bursary
  • Savings Scheme
  • Eyesight Exam and Discount towards glasses

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All CV’s will be retained for 2 years as per our Retention Policy. Should you wish to have you personal information removed sooner you can request to have your details removed.

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