Work Ireland, Jobs in Ireland, Employment Ireland

Customer Support Team Leader – French Language

02/08/2018

Job Description

The Team Leader is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions/Core Responsibilities

  • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
  • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
  • Communicate expectations to employees and provide timely updates
  • Provide subject matter expertise in handling escalated customer calls as needed
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
  • Stay current on internal work processes, policies and procedures. Attend required manager development training
  • Promote the Convergys values through both behavior and attitude, including being an advocate for team members

Candidate Profile

  • Experience managing a team within a call centre environment
  • Fluent French
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
  • Work well under pressure and follow through on items to completion
  • Strong communication skills, both written and verbal
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
  • Ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a flexible schedule (Monday to Sunday, 7am to 9pm)

Disclaimer 
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

Ireland, Dublin – Swords

Job Types: Full-time, Permanent

Salary: €32,000.00 to €40,000.00 /year

Experience:

  • Team Management: 1 year

Licence:

  • Eu Passport or Irish Working Visa

Language:

  • Fluent French

To apply for this position follow the link: Convergys

For assistance on arrival in English, Spanish, Italian and French contact our colleagues at EazyCity www.eazycity.com

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