Your mission The Senior Contact Centre Team Leader is responsible for leading, supporting, and developing a team of Customer Experience Agents to ensure the consistent delivery of excellent customer service and strong operational performance.This role requires a people-first leader who can inspire, coach, and motivate a team in a fast-paced and dynamic environment. The successful candidate will play a key role in driving performance, maintaining service standards, and promoting a positive and supportive team culture. Strong communication skills, leadership capability, and a high level of competence in Excel and performance reporting are essential for success in this role. Your profile Key ResponsibilitiesLeadership and Team Management<ul><li style="font-size:15px;">Lead, manage, and motivate a team of Customer Experience Agents to achieve individual and team objectives.</li><li style="font-size:15px;">Foster a positive, inclusive, and high-performing team environment.</li><li style="font-size:15px;">Promote a people-first management approach, ensuring team members feel supported, engaged, and empowered.</li><li style="font-size:15px;">Set clear performance expectations and provide regular feedback to team members.</li><li style="font-size:15px;">Conduct regular team meetings and one-to-one sessions to communicate business updates, review performance, and share best practice.</li><li style="font-size:15px;">Support employee wellbeing, engagement, and development across the team.</li></ul>Performance Management<ul><li style="font-size:15px;">Monitor individual and team performance against agreed key performance indicators (KPIs), service levels, and quality standards.</li><li style="font-size:15px;">Analyse performance data to identify trends, opportunities, and areas requiring improvement.</li><li style="font-size:15px;">Deliver coaching and development support to improve capability and performance.</li><li style="font-size:15px;">Recognise and encourage strong performance while addressing underperformance in a timely and constructive manner, in line with company procedures.</li></ul>Operational Management<ul><li style="font-size:15px;">Support the day-to-day operation of the contact centre to ensure service delivery targets are achieved.</li><li style="font-size:15px;">Help manage workflows, staffing priorities, and operational demands in a busy and changing environment.</li><li style="font-size:15px;">Work collaboratively with the Contact Centre Manager and Head of Operations to maintain service continuity and operational efficiency.</li><li style="font-size:15px;">Respond effectively to challenges and changing priorities, ensuring the team remains focused and supported.</li></ul>Training and Development<ul><li style="font-size:15px;">Work closely with the Training and Compliance Manager to support onboarding and training for new and existing employees.</li><li style="font-size:15px;">Identify development needs within the team and support ongoing learning and upskilling.</li><li style="font-size:15px;">Provide guidance, mentorship, and practical support to team members to help them succeed in their roles.</li><li style="font-size:15px;">Encourage a culture of continuous improvement and professional development.</li></ul>Customer Experience<ul><li style="font-size:15px;">Promote a customer-focused culture across the team, ensuring a high standard of service is delivered at all times.</li><li style="font-size:15px;">Manage and resolve escalated customer issues in a professional, timely, and effective manner.</li><li style="font-size:15px;">Use customer feedback and service insight to identify opportunities to improve service quality and customer outcomes.</li></ul>Reporting and Analysis<ul><li style="font-size:15px;">Produce, maintain, and analyse performance reports using Excel and other relevant systems.</li><li style="font-size:15px;">Track and report on key operational metrics, performance trends, and service outcomes.</li><li style="font-size:15px;">Use data and insight to support decision-making, action planning, and continuous improvement initiatives.</li><li style="font-size:15px;">Ensure reporting is accurate, timely, and clearly communicated where required.</li></ul> Person SpecificationEssential Experience and Qualifications<ul><li style="font-size:15px;">Proven experience in a leadership or supervisory role within a contact centre or customer service environment.</li><li style="font-size:15px;">Demonstrated ability to manage, motivate, and develop teams.</li><li style="font-size:15px;">Strong understanding of contact centre operations, customer service standards, and performance management.</li><li style="font-size:15px;">Excellent communication and interpersonal skills, with the ability to build positive working relationships at all levels.</li><li style="font-size:15px;">Strong Excel skills, with the ability to produce reports, interpret data, and identify trends.</li><li style="font-size:15px;">Experience in using contact centre systems and CRM platforms.</li><li style="font-size:15px;">Ability to work effectively in a fast-paced, dynamic, and changing environment.</li></ul>Desirable<ul><li style="font-size:15px;">Third-level qualification in Business, Management, Customer Service, or a related discipline.</li><li style="font-size:15px;">Experience supporting training, onboarding, or coaching initiatives.</li><li style="font-size:15px;">Experience in managing escalations and service improvement activity.</li></ul> Key Competencies<ul><li style="font-size:15px;">People-first leadership</li><li style="font-size:15px;">Strong communication and relationship-building skills</li><li style="font-size:15px;">Team leadership and staff development</li><li style="font-size:15px;">Performance management and coaching</li><li style="font-size:15px;">Analytical thinking and problem-solving</li><li style="font-size:15px;">Strong organisational skills</li><li style="font-size:15px;">Customer focus and service excellence</li><li style="font-size:15px;">Adaptability and resilience</li><li style="font-size:15px;">Attention to detail</li><li style="font-size:15px;">Strong Excel and reporting capability</li></ul>Additional Requirements<ul><li style="font-size:15px;">Flexibility to meet the needs of the business.</li><li style="font-size:15px;">Commitment to promoting a positive, respectful, and inclusive working environment.</li><li style="font-size:15px;">A proactive and solutions-focused approach to leadership and service delivery.</li></ul>INDHP

Team Manager- Dublin @ Fmi

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