We are seeking a Team Leader for an upcoming new contact centre in Krakow, which will be supporting an international client base in Ireland and the USA.

Our client connects patients, providers, and caregivers to the right care, at the right time, in the right place, resulting in exceptional experiences and outcomes for patients and providers

Essential Functions

• Effectively lead your team, maintaining agreed service levels and managing performance through coaching.
• Provide valuable and regular feedback to your team through performance management.
• Manage and monitor team performance against KPI’s.
• Carry out call evaluations to ensure consistency of quality in the standards provided by the team.
• Drive a strong customer focus with commitment from the team to deliver the highest standards in customer care and professionalism.
• Act as a referral point for the team for complex and escalated queries.
• Provide detailed reports of the service performance.
• Identify and inform the Operations Managers of call trends and other related issues that affect and drive the department’s daily operations.

Competencies

• Proven communication skills, both written and verbal in fluent English
• Excellent interpersonal skills
• Ability to perform under pressure
• Ability to work independently and under limited supervision
• Reliable, self-motivated, and well organized
• Ability to multitask in a fast-paced environment
• Ability to manage a team remotely
• 12 months previous contact centre managerial experience required
• Relevant qualification an advantage

Reporting structure
· Directly reporting to the Operations Manager

If you think you are the right person for this job, please contact Angelika at angelika@cfwrecruitment.com