Contact Centre Team Lead – Newcastle West, Limerick
We are excited to offer a fantastic opportunity for a Contact Centre Team Lead, a role which drives a culture of customer obsession within the team to capitalise on sales opportunities and minimise negative customer experience.
The Team Leader delivers high levels of performance across all operational KPIs within the team, and provides an effective and efficient service to customers across Tele-Sales and Customer Service.
The role requires a candidate who will be:
A leader with previous contact centre and people-management experience.
Self-motivated and results driven.
Eager to expand knowledge and skills.
Ready for a challenge.
Key Accountabilities
Understand, manage and deliver team-level results against set KPIs working with the Contact Centre Manager to ensure that all customers view Sysco as their most trusted partner.
Instil a strong customer-focused mindset within the team to ensure adherence to SLAs and end-to-end ownership of customer issues.
The team acts as the voice of the customer within the business.
Demonstrate leadership, and work as a role model at all times through inclusiveness, integrity, transparency and empathy.
Ensure that your team are Sysco advocates who consistently demonstrate the values of a Sysco employee.
Create a positive culture within your team where successes are shared and celebrated.
Develop your direct reports by ensuring consistent performance feedback and setting specific, achievable goals.
Provide coaching and training to give your team the strongest possible foundation for their career within Sysco.
Requirements
Experience in use of Sales Force desirable but not necessary.
Ability to perform under pressured situations, seeking out solutions, getting people to trust and follow your lead.
Able to manage workload & conflicting priorities.
Presents a calm exterior at all times.
Solution oriented: Ability to effectively plan, organise and deliver, ensuring milestones are in place and reviewed regularly against requirements.
Demonstrate commercial acumen, able to challenge the status quo; not afraid to ask why and suggest ideas that will improve people engagement, customer satisfaction or commercial delivery.
A self-starter who has a demonstrated capability and maturity to take ownership of your own development.
Thrives on working in a team and supporting others to achieve their goals both within their department and cross-functionally.
Able to operate effectively & proactively in a customer service environment with attention to detail and high work standards in support of a "Right First Time" mindset.
Excellent interpersonal and communication skills – ability to communicate cross-functionally at all business levels.
Excellent organisation and time-management skills.
Ability to think strategically, know what matters to the business and the customer in terms of KPI's / goals etc.
Use Sysco Speaks as a framework for driving people engagement, by understanding that people are our greatest asset.
Sysco is an equal opportunity employer.
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