Team Leader

About Us

ADEC Arise was established in 1999 and became a part of the ADEC Innovations group in 2021 as part of a global expansion, to build on the group’s footprint in Europe by augmenting existing entities. ADEC Innovations is a global leader in developing and offering innovative products and services that drive organisational value and deliver impact. The group have c5,000 employees across 20 companies on six continents. Working from our office in the National Technology Park in Limerick ADEC Arise, continues to help businesses solve their customer challenges and deliver award-winning outsourced services to public and private sector clients.

The Role

ADEC Arise is currently seeking to appoint a Team Leader to join our busy team. This is a full-time permanent role. We are looking for someone who has a passion for leading and motivating their team, driving strong performance results against specific KPI’s and has experience in account management. The ideal candidate will actively support our expanding organisation by leading by example and demonstrating proactive and people focused best practice. This role is currently a hybrid role Monday to Friday.

What we can offer you

• Private Health Insurance
• Company Pension
• Further Education Programme
• Life Assurance
• Bike to Work Scheme
• Engagement Program
• On-site Parking
• Specsavers Vouchers
• Employee Assistance Programme (EAP)
• The opportunity to work with a growing, supportive and welcoming organisation

Responsibilities

• Ensure the smooth running of the day-to-day operation, including hour-by-hour assignment of activities to Customer Service Representatives.
• Work closely with the client/s and stakeholders ensuring to maintain the client/s relationship with a partnership approach.
• Supporting the team during high volume periods by assisting with workload where appropriate.
• Lead, coach and develop the team, to deliver and maintain an exceptional level of competence.
• Delivery of contractual and department KPI’s which is Priority 1 within the role including a key focus on Service Level performance and management.
• Identify skills/knowledge gaps within the Team working with the Quality Manager and Learning and Development Manager to drive the Team’s training plans.
• Where required, support HR in the recruitment process to employ high calibre employees within resource requirements.
• Provide oversight and direction to employees in accordance with the organisations policies, procedures, standards and SLA’s.
• Hold monthly 121’s with direct reports ensuring that feedback is provided in a constructive way whilst working with the employee to facilitate personal development.
• Working with the HR Manager to develop a culture of performance management, improvement and appraisal, managing the team HR issues including monitoring, absenteeism, capability and disciplinary issues.
• Represent the Team in the wider business through engagement with key stakeholders.
• Complete contractual reports within agreed timeframes.
• Prepare and compile Monthly and Quarterly Business Review Decks.
• Sustain high performance levels in a fast paced and dynamics environment.

Requirements and Competencies

• Minimum 3-year experience in a Contact Centre Environment.
• Minimum 2-year experience in a Leadership Role in a Contact Centre Environment.
• Desirable to have experience working with in Business Process Outsourcing.
• Track record of performing to a high standard, meeting agreed targets and deadlines.
• Approachable with excellent rapport building, engagement and conflict resolution skills.
• Excellent communication, consulting, influencing and interpersonal skills.
• Exceptional customer service skills with a proven ability to manage professional relationships. Direct account management experience preferable.
• Highly organised with excellent attention to detail whilst balancing a very busy priority list.
• Uses own initiative to effectively problem solve and continuously improve the team performance.
• Intermediate to advance Microsoft outlook, PowerPoint, excel and word ability.
• High level of drive, self-motivated with a positive can-do attitude.

Job Type: Full-time

Schedule:

• 8 hour shift

Application question(s):

• Have you 3 years experience in a Contact Centre Environment?
• Have you 2 years experience in a Leadership role within the Contact Centre Environment?
• Have you account management experience?

Work Location: Hybrid remote in Castletroy, County Limerick