Fexco Managed Services are currently looking for a Team Leader to join their team on a specified purpose contract, likely lasting 9-12 months.
The position is based in the Fexco offices in Cahersiveen, Co. Kerry, with an option for hybrid working (2 days onsite per week).
As a Team Leader within the contact centre, your main purpose is to support, manage, and develop your team.
You will ensure the achievement of SLA targets between the client and the contact centre through effective management.
Your behaviour will set an example within the team, fostering an environment that is effective, inspirational, and results-driven.
Main Responsibilities Coach, develop, and support team members, ensuring regular 1:1s and compliance with the Fexco PMD framework. Take responsibility for your team's productivity. Support your team in meeting targets. Lead by example, practicing the values of teamwork. Ensure familiarity and adherence to company policies and procedures. Maintain a focus on quality and attention to detail. Support a can-do culture responsive to customer needs. Guide your team to deliver high-quality customer service aligned with the client's SLA and brand values. Understand and utilize the systems and procedures necessary to lead effectively. Motivate team members by understanding personalities and adapting your leadership style accordingly. Communicate effectively to keep the team informed about performance and adherence. Serve as the point of contact for client queries and escalations. Investigate client queries related to your team. Demonstrate effective time management and multi-tasking skills. Perform any other ad hoc duties as required. Competencies Required The successful candidate will likely:
Be flexible and adaptable with a positive attitude towards change. Possess a high level of commercial and business awareness. Demonstrate analytical skills and innovative problem-solving abilities. Approach tasks with professionalism, diplomacy, and analytical thinking. Have strong coaching and mentoring skills. Show confidence, decisiveness, and influencing skills. Exhibit strong communication skills and values. Have proven experience managing staff in a multi-functional environment, covering all aspects of people management.
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