Actavo
Customer Service Team Lead - Virgin Media
Business support Dublin Permanent PART 1 : Role Details Role Title Customer Service Team Leader Department Virgin Media Reports To Customer Service Manager Location Magna Park, City West PART 2: Role Purpose The Team Leader is required to manage and lead a team of back-office employees. You will be the contact point for all team members to communicate company targets and goals, safety practices and deadlines to team. You will be responsible for achieving a set of operational KPIs and should be able to act proactively to ensure smooth team operations and effective collaboration.
Ultimately, you should lead by setting a good example and engage the team to achieve goals.
Benefits:
1. Pension plan
2. Life assurance – 4 times your annual salary
3. Employee assistance programme
4. Refer a friend scheme
5. Maternity pay
6. Employee discounts – on hotels, gyms, electronics and more
7. Educational assistance
8. Career progression opportunities
9. Long Service Awards
PART 3: Principal Responsibilities
10. Adhere to and maintain compliance with all Health and Safety procedures within your work. Ensuring you are responsible for yourself and/or team members who report into you
11. Managing client relationships in a professional manner, field and BO capacity with our clients to maximise our revenue and managing and rostering both Agents and Engineers schedules in a fair and efficient way
12. Ensuring engineers are crewed on a daily basis with the most efficient schedule to meet client and Actavo requirements
13. Answers team member questions, helping with team member problems, managing Team members training to maximise their capabilities and monitoring team adherence, performance, reporting on metrics on a daily basis
14. Setting clear team goals, delegating tasks and set deadlines for your internal team and provide one to one feedback to each team member on a monthly basis
15. Conduct team meetings to update members on best practices and continuing expectations, generating and sharing comprehensive and detailed reports about team performance, mission-related objectives, and deadlines to management team
16. Develop strategies to promote team member adherence to company regulations and performance goals
17. Ensure company brand materials and physical working spaces meet and exceed company presentation standards
18. Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer queries
19. Support the team manager and perform management duties when manager is absent or out of office
20. Deliver innovate ideas to ensure the team and Actavo are continuously improving
processes
21. Assist management with hiring processes when required
PART 4: Person Specification Education/Qualifications
22. Bachelors ‘degree in business/management or relevant field advantageous but not
essential
Experience
23. 2-3 years previous experience working in a high-volume contact centre environment
leading a team
Skills & Competencies (evidence of)
Technical
24. Excellent literacy, numeric and IT skills including proficiency in MS Office; knowledge of Clarify system is desirable
Interpersonal
25. Excellent organisational, interpersonal and communication skills required
Business Skills
26. Problem Solving skills
27. Customer Service skills
28. Time Management
29. Communication and Negotiation
30. Team Management
Personal
31. In-depth knowledge of performance metrics
32. Decision-making ability
33. Exceptional customer focus with a positive can-do attitude
34. Courteous and friendly professional telephone manner essential
35. Decision-making skills
36. Exceptional customer focus with a positive can-do attitude
37. Courteous and friendly professional telephone manner essential
ACT 2