Team Lead position. Excellent opportunity in Dublin!

EUR35000 - EUR40000 per annum
23 Nov 2016
21 Dec 2016
Gisele Graciutti
Job Type
Our client is an American provider of global eCommerce solutions, shipping and mailing products, location intelligence, customer engagement and customer information management solutions. The company has approximately 16,100 employees worldwide.


As a Customer Services Team Manager, your primary objective is to lead and manage the Contact Centre team to deliver results, develop and improve skills, quality and performance standards within Customer Operations.


* Direct line management responsibility (leading approx 15-20 multi skilled Customer Advocates), but in any event will require significant influencing skills with internal stakeholders and external business partners
* Managing the resolution/negotiation of customer issues in a timely manner to minimise cancellations, maximize customer retention and increase PB revenue. Providing best in class service to both external and internal customers alike, whilst maintaining service levels
* Delivering Client Satisfaction, Service Level and Quality goals to ensure that the company provides a best in class Client experience to maintain its profitability and revenue
* Support the management team with proven tools and methodologies to facilitate change within Customer Operations


* Experience of operating within a targets driven challenging and fast moving operational environment
* Proven management experience working in a customer service environment
* Excellent communication and presentation skills
* Proven ability to influence at a strategic level
* Proactive, Enthusiastic and Motivated
* Able to operate confidently and collaborate at all levels within the business
* Must be a good team player

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