Team Leader - Helpline
Professional
Dublin, IE, D12 P651
Operations
Allianz Partners
AWP Health & Life SA
Full-Time
Hybrid working
Permanent
55709
Non-Executive
Team Leader - Helpline
JOB DETAILS / ROLE PURPOSE
The Role of the team leader is to lead, motivate & coach your team to deliver world class customer care to our members, monitoring performance and maintaining a consistent focus on quality of service to ensure maximum customer satisfaction, NPS and delivery of SLA`s.
KEY RESPONSIBILITIES
- Leading and motivating a team of Helpline Advisors
- Promote high Customer Service and Quality ethos on the team and in the company as appropriate.
- Training and development of staff.
- Deliver service level agreements and the individual team targets to enable maximum performance
- People Management, including all HR related issues, as well as performance appraisals and staff development.
- Work monitoring, coaching and feedback
- Conducting regular one to ones and team meetings.
- Ensuring ownership is taken of all queries received in department area
- Contributing to recruitment and selection process of the front line.
- Compiling weekly reports on team`s performance and customer feedback.
- Communicate and act as a focal point of dissemination of information from management to team and vice versa.
- Work very closely with team members to solve customer problems
- Promote high Customer Service and Quality ethos on the team and in the company as appropriate.
- Promote the company values and the `I make a difference` initiative.
- Monitoring emails and calls to ensure quality responses are given and any training issues are addressed.
- Deal with escalations in a prompt and efficient manner.
- Work within shift patterns - including weekend work.
KEY REQUIREMENTS
- Previous experience working in a contact centre is essential.
- Experience working in a pressurized and goal driven environment.
- Track record of meeting targets and delivering customer satisfaction.
- Excellent people management skills
- Flexible to work within our rotating shift patterns
- Valid EU work permit with the ability to work full time year round
- Fluency in English
- Second European language essential
- Time Management
- Strong communication (verbal & written)
- Team Player
55709 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
As an equal opportunity employer, Allianz Partners recognizes that our strength lies in our people and we are committed to diversity and inclusivity. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us!
For more information, please visit: www.allianzcare.com
