Team Manager supporting Redbubble project

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Employer: Voxpro
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 08.10.2017
    Short company description

    Voxpro is an award winning provider of Multilingual Customer Experience &
    Technical Support solutions to giant global brands. Voxpro is headquartered in Cork,
    with another Irish office located in Dublin's Silicon Docks. We also have offices in San
    Francisco, Folsom, California and Athens, Georgia. Our success is our people. Their
    creativity and hunger deliver compassionate, clever and robust solutions. Their talent
    attracts great clients whose vision engages our people. This is the sustainable and
    happy life cycle of Voxpro.


    This role is to actively manage the on-going day to day activities of the customer support team by providing assistance, training, technical support, guidance and advice. The role will also be very focused on prioritizing, managing performance of the agents, allocation of work and leading the team to achieve SLA’s and KPI’s. Some of these roles will involve taking ownership of, and building strong relationships with the new client.

    Skills, experience, qualifications and attributes required:
    · Proven leadership skills with the ability to lead, motivate and develop a team of customer service specialists.
    · 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, prioritise and allocate work to achieve and exceed agreed SLA’s
    · 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
    Excellent influencing and presentation skills a must for this role, you will have the ability to present to clients at a senior level.
    Experienced at delivering high quality results you will be experienced at 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
    Previous training experience is also essential for this role.
    · Previous working knowledge of statistical analysis would be an advantage

    Verbal and written communication skills
    Listening skills
    Problem analysis & ability to problem solve
    Strong customer service orientation
    Ability to multi task and highly organised
    Attention to detail
    Flexibility & use ones initiative
    Respect for Equality and Diversity
    Commercial and business acumen


    People Management
    Reporting on a daily basis to the Operations manager, you will actively manage the team – (floor-walking, observing, coaching, performance team meetings, delegating, planning, monitoring).
    Ensure that employee attendance, absence and working hours for the team are logged accurately and liaise with the Human Resources department in relation to payroll queries in a timely manner.
    Ensure that service level is maintained and impacts are managed effectively when making team decisions - including authorization of training requests, team briefings, and absence.
    You will draft ,implement and deliver training and development plans for all team members to address development needs, to improve skill levels and performance
    Mentoring and developing agents and Team Managers you will take a very proactive approach to coaching and upskilling your team.
    Ensure that team members are fully briefed on new information within agreed time scales.

    Client relationship management
    You will have a full understanding of the Client’s needs and how their business work, systems used and how their calls /emails are managed.
    Liaising with the client on daily basis you will build successful customer relationships and act as the main point of contact for all client queries.
    Working as part of a team you will effectively resolve problems, customer issues, and escalations in order to ensure that client service level agreements are met.
    Ensure clear and accurate communication is cascaded throughout the operational team and that good communication links are established with all colleagues and the client
    Implement and maintain departmental processes to meet customer demands and to improve the quality of service provided.
    Fully understand the requirements of the Customer base in order to communicate and provide advice and assistance, as well as technical support to team members on new services, ongoing issues and build successful customer relationships.
    Manage escalations effectively and take ownership for resolving problems. Responsibility for ensuring that the Client’s security requirements, policies and procedures are complied with.