Location: Dublin, Ireland (Initially this role will be Remote due to COVID-19 Restrictions)
As a Team Manager you will actively manage the on-going day to day activities of the customer support team by providing assistance, training, technical support, guidance and advice. Focus on the role is leading , planning, coaching, managing performance, allocation of work and leading the team to achieve SLA’s and KPI’s. You will be involved in developing systems, processes and team members to achieve superior levels of service enhancing the client relationship. You will be an enthusiastic, passionate and smart leader who knows how to motivate and inspire a team.
Competencies and Responsibilities:
Collaborating
- Excellent influencing and presentation skills a must for this role, you will have the ability to present to clients at a senior level.
- Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth and succession planning for the contract
- Conduct interviews and support with assessment centres together with recruitment for new hires, taking ownership and accountability for hiring decisions
- Liaising with the client on a regular basis you will build successful customer relationships and act as the main point of contact for all client queries
Communicating
- Excellent communication and influencing skills with the ability to plan, prioritize and allocate work to achieve and exceed agreed SLA’s
- Maintain open channels of communication between client and staff through weekly meetings
- Facilitate regular team meeting
- Provide 1-2-1 monthly reviews with individual team members.
Demonstrating integrity
- Ability to work in a fast paced multicultural team. Understanding the differences in mindsets, type of learners, ability to apply different motivation techniques and coaching styles.
- Encourage openness and transparency
- Promote respect for equality and diversity at all times
Adapting
- Experienced at delivering high quality results through implementation of “best practice” customer service.
- Stay connected to the customer by spending at least one hour/week working on queries and handling occasional escalated issues
- Understand the top user issues and make recommendations to improve products and policies; support team in being the voice of the customer to the rest of the company
- Demonstrate proactive and reactive skills on a day to day basis
Learning and Developing Team members
- Proven leadership skills with the ability to lead, motivate and develop a team members
- Excellent team player you will have proven experience at working within large and small groups with a direct line reporting structure to Management.
- You will have the ability to facilitate the personal and professional development of your team through coaching and continuous support
- You will provide coaching and organizing training where necessary to support the team members in achieving their KPI.
Drive for Results:
- Ensure that employee attendance, absence and working hours for the team are logged accurately and liaise with the HR and finance department in relation to payroll and people queries in a timely manner. Take appropriate corrective action in line with company disciplinary policy for non- adherence
- Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings
- Effective communication and negotiation skills a priority, you will have a track record of exceeding targets and demonstrated ability to motivate and communicate with others to achieve results
- Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals
- Monitor team productivity to ensure adherence to SLA requirements
- Develop and improve on policy and processes to improve operational workflows
Requirements:
- 2+ years previous people management experience is essential (ideally in a BPO/Contact center environment)
- Fluent in English both written and verbal
- An excellent team player you will have proven experience at working within large and small groups with a direct line reporting structure to Management.
- You will have the ability to facilitate the personal and professional development of your team by giving them constructive feedback.
- Excellent communication and influencing skills with the ability to plan, prioritize and allocate work to achieve and exceed agreed SLA’s
- Effective communication and negotiation skills is a priority, you will have a track record of exceeding targets and proven ability to motivate and communicate with others to achieve results
- Excellent influencing and presentation skills a must for this role, you will have the ability to present to clients at a senior level.
- Experienced in delivering high-quality results you will be experienced in implementing “best practice” customer service, sales and account management within contact centres
- Detailed reporting and analytical skills
- Ability to understand the detail about new products and services
- Knowledge of solution design process, procedures and operating models you will also be highly proficient with contact centre technology
- Strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions
We offer:
⧫ Stable job - permanent employment contracts ⧫ Great rewards for referring your friends: consistent bonuses and prizes ⧫ International career - regular training and international career opportunities ⧫ Multilingual exposure - improve your spoken and written language skills ⧫ Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our ‘relax’ and ‘play’ areas! ⧫ Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long ⧫ Private medical insurance coverage (tenure based) – we work with one of the best suppliers - VHI where you will benefit from a Professional Package ⧫ Free GP visits ⧫Bike to work tax relief ⧫ Pension scheme ⧫ Maternity and Paternity leave (Tenure based) ⧫ Free breakfast - cereals, fruits, juices ⧫ Free onsite therapies (Massage, Reiki) ⧫ Subsidized city Centre staff car parking ⧫ Bus/Luas/Dart tax saver scheme
TELUS International recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all candidates must demonstrate behaviors that are reflective of our values:
- We embrace change and initiate opportunity
- We have a passion for growth
- We believe in spirited teamwork
- We have the courage to innovate
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability
