Team Lead - Customer Service Project - Dublin

If you are interested in a company which works with passion and helps you to develop you skills and your career, collaborate with diverse, work with talented colleagues and leaders who support your success, THIS IS YOUR PLACE!

Come to sharpen your skills through industry-leading and build an extraordinary career.

Manpower's client is a leading global services company, which provides a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining experience and specialised skills across more than 40 industries and all business functions. This company works at the intersection of business and technology to help their clients improve performance and create sustainable value for their stakeholders.

The role:

The Team Lead will manage the multi-lingual group and is responsible for delivering high calibre customer/risk service to the client's customers.

The Team Lead represents the team in communications with the client and provide all levels of support as necessary. Responsible for team's performance against SLA, quality of service, people engagement, all aspects of the business process and will liaise closely with global counterparts. There will be a strong element of new process incubation, induction and process improvement.

Main Responsibilities:

* Working within multiple teams to execute project deliverables
* Manage team performance to meet client SLA's and KPI's, including metric reporting on team performance
* Performance management: career counselling, coaching, performance development, 1:1's, mentoring
* Continuous improvement strategies and ideas, including new process incubation and induction
* Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client
* Ensure all reports are delivered accurately and timely in accordance with the statement of work

Basic Qualifications

* 1 year of team management experience in a Business Process Operations environment
* 1 year of reporting experience


Preferred Qualifications:

* Bachelor's degree
* Strong user of excel (formulas, pivot tables, v-lookups, macros)
* Knowledge of various project management methodologies: waterfall, lean, agile

Professional Skills requirements:

* Ability to build relationships with stakeholders in multiple geographies
* Ability to build action plans through problem solving skills to improve performance
* Practical analytical problem solving skills through analysis using (Excel, SQL, Access queries etc.)

Location:
Dublin 18 - Sandyford

The process:
Our hiring process is based in a phone interview and 2 face to face interviews with our client.

If you have knowledge, skills and are interested in being a part of a great team, send your CV to amanda.ferreira@manpower.ie