Stelfox is partnering with a Software / SaaS provider who provide B2B technology to the food & restaurant industry and who are about to establish a new office / presence in Ireland.
As part of this new team, we are looking for a Contact Centre Team lead / Manager, who can lead a team of customer service agents, providing frontline support to customer across phone, web, chat and email relating to billing, ordering, technical and general issues for IRE & UK customers.
Key Responsibilities
* Provide direction and support to customer service agents, promoting a culture of accountability, empathy, and high performance.
* Oversee daily workflows and resource planning to ensure efficient and effective service delivery.
* Monitor and evaluate customer interactions to maintain quality standards and promptly address escalated concerns.
* Analyse KPIs such as response times, resolution rates, and customer satisfaction scores to guide coaching and development.
* Collaborate with internal teams to improve systems, including CRM tools, automation, and chatbot capabilities.
* Deliver structured training programs and support team members in upskilling and adapting to new technologies.
* Work closely with departments such as operations, sales, and product to ensure alignment and support continuous improvement initiatives.
* Generate and interpret reports on call volumes, case types, and team metrics to inform decision-making and strategic direction.
Key Requirements
* 3+ years in a contact centre / customer service environment, with at least 1+ years experience as a Team Lead or Team Manager.
* Excellent verbal and written skills, with the ability to remain calm and solution-focused under pressure.
* A proven record of managing, motivating, and developing customer-facing teams.
* Hands-on experience with CRM platforms such as Zendesk, Salesforce, Freshdesk, or similar tools, and familiarity with service automation.
* Strong critical thinking abilities to identify issues and implement quick, effective resolutions.
* Comfortable working in a fast-moving environment, embracing change with a positive and proactive mindset.
* Data-driven approach to performance monitoring and service optimization to improve CSAT & NPS ratings.
If this sounds like you and you would like to be part of this new team in Dublin, feel free to apply today for immediate consideration.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology, Customer Service, and Sales
* Industries
IT System Custom Software Development, IT Services and IT Consulting, and Information Services
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