Team Leader – Waterford, Ireland

Title Team Leader – Waterford, Ireland
Job Summary:

RelateCare is currently recruiting a full time Team Leader based in our Waterford office to start in November

Please note the hours of work for this role are flexible between 10am – 1am.

Responsibilities:
  • Focuses, motivates and inspires the team.
  • Orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and targets.
  • Conduct one to one’s with team members to assess performance against objectives.
  • Carries out call evaluations to ensure consistency and adherence to all service requirements and best practice in customer engagement.
  • Provides leadership, support and development to members of the team and builds on the strengths of the team members that drive optimum performance.
  • Creates a learning environment to ensure that the transfer of knowledge and insight occurs.
  • Acts as a point of referral for complex and escalated queries.
  • Ability to develop, lead, coach and motivate the team in a new interactive multichannel support service.
  • Strong customer focus with commitment to the delivery of the highest standards in customer care and professionalism.
  • Proven prioritization and planning skills to efficiently achieve goals and deliver consistent and reliable results.
  • Ability to adapt easily to changing systems and processes and recommend new processes for best results.
  • Excellent interpersonal and communication skills with the ability to influence effectively at different levels both verbally and in writing.
  • Proactive positive and flexible in disposition and can readily respond to the changing demands of the service to ensure the optimal performance of the operation
  • Provide detailed reports of the service performance and clearly document the impact of services.
Requirements:
  • Relevant 3rd level qualification an advantage
  • 12 months experience within a telephone-based role
  • Advanced knowledge of Excel
  • Proven communication skills
  • Self-Motivated
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