My Client, a Global Medical Device Healthcare company based in Citywest, Dublin are seeking to hire aCustomer Service Team Lead on a permanent basis. This role is Monday - Friday, working 2 days in the office in Citywest and 3 days from home. This is a permanent position.
Responsibilities include -
1. Leadership of the NPWT CS UK & Ireland team in Dublin with the focus on Smart Customer Service
2. Management and coaching of assigned employees with the aim of exceeding quality and service specifications
3. Performance monitoring and evaluation of employees with a focus on the company & personal goals
4. Closely monitor service levels and KPIs across all channels as well as capacity planning
5. Motivation of employees to proactively contribute ideas in the sense of continuous improvement
6. Control of processes & continuous improvement within the CS department and with regards to cross-departmental processes to increase customer satisfaction
7. Information and communication interface between the team and the Customer Service Manager EMEA
8. Close cooperation with other CS NPWT & other function departments in EMEA (Field Service/Operations, Contracting, Sales & GSC)
Experience Required -
1. Employee management and experience in key figure management and performance management
2. Experience in call coaching
3. Experience in leading people through change
4. Continuous Improvement know-how to identify wastes & improve processes within the CS department
5. Very good affinity for numbers and routine in dealing with reporting tools
6. Relevant professional experience in customer service (min 2 -3 years leading teams); ideally in an international environment
7. Ability to lead employees and motivate them to perform at their best
8. Assertiveness, self-confident appearance and goal orientation
9. Good MS Office skills and experience with CRM and ERP
What's on offer -
1. Health Insurance: Laya Health, full family cover
2. Annual Leave days: 25 days plus service days 1 per 5 years of service up to a max of 30 days
3. Pension Contribution
4. Salary c.€70,000
For a confidential discussion and more information on the role, please contact Sarra Hadi at sarra.hadi@collinsmcnicholas.ie or call 090-6478104.
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