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Stelfox is partnering with a SMB SaaS provider to the Restaurant/Hospitality industry and they are establishing a small call centre / contact centre team in Dublin City.
As part of this new team, we are looking for a Contact Centre / Customer Service Team lead, who can lead a team of 3-4 customer service agents, providing frontline support to customer across phone, web, chat and email.
The Target customer audience is mainly Restaurants, Takeaways, Hotels using their POS & SaaS solutions across Ireland (with some crossover to UK clients as well).
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 /Call Centre environment, with at least 1 years as a Team Lead or 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.
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 and Customer Service
* Industries
IT System Custom Software Development, Hospitality, and IT Services and IT Consulting
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