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:
* Leadership of the NPWT CS UK & Ireland team in Dublin with the focus on Smart Customer Service.
* Management and coaching of assigned employees with the aim of exceeding quality and service specifications.
* Performance monitoring and evaluation of employees with a focus on the company & personal goals.
* Closely monitor service levels and KPIs across all channels as well as capacity planning.
* Motivation of employees to proactively contribute ideas in the sense of continuous improvement.
* Control of processes & continuous improvement within the CS department and regarding cross-departmental processes with the aim to increase customer satisfaction in a smart way.
* Information and communication interface between the team and the Customer Service Manager EMEA.
* Close cooperation with other CS NPWT & other function departments in EMEA (Field Service/Operations, Contracting, Sales & GSC).
Experience Required:
* Employee management and experience in key figure management and performance management.
* Experience in call coaching.
* Experienced in leading people through change.
* Continuous Improvement know-how in order to identify wastes & improve processes within the CS department.
* Very good affinity for numbers and routine in dealing with reporting tools.
* Relevant professional experience in customer service (min 2 -3 years leading teams); ideally in an international environment.
* Ability to lead employees and motivate them to perform at their best.
* Assertiveness, self-confident appearance and goal orientation.
* Good MS Office skills and experience with CRM and ERP.
What's on offer:
* Health Insurance: Laya Health, full family cover.
* Annual Leave days: 25 days plus service days 1 per 5 years of service up to a max of 30 days.
* Pension Contribution.
* 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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