Team Leader | Fintech | Cork office

Job title:

Team Leader | Fintech | Cork office

Company

Telus International

Job description

Description and RequirementsLocation: onsite in Cork officeHours of operation: shifts across 7am -10pm Mon-Sun, subject to changeAs a Team Leader you will actively manage, lead, innovate, motivate and develop a team of technical and customer support specialists. You will be working as part of the team that is supporting one of our most exciting clients, a company who is a giant in the fintech industry. You will be involved in developing systems, processes and team members to achieve superior levels of service enhancing the client relationship.As part of Team Leader you will:

• Drive individual and team KPI’s such as Productivity and CSAT
• Proactively liase with the client and develop good working relationships
• Liaise with Support to ensure training and refresher training needs are identified and delivered
• Provide timely 1-2-1 meetings with your team
• Encourage openness and transparency
• Provide Support, Coaching and Leadership to the team at all times
• Facilitate regular Team meetings to ensure updates are delivered consistently and team have an input into day-to-day operations
• Work with RTA’s to ensure queues are healthy and staffed appropriately
• Support your team members’ professional development
• Ensure that service level is maintained and impacts are managed effectively when making team decisions – including authorisation of training requests, team briefings, and absence.
• Promote an atmosphere of innovation and problem solving
• Promote Respect for Equality and Diversity at all times

Client relationship management:

• You will develop a full understanding of business needs and how our client’s business works, systems used and how their calls /emails are managed.
• Liaise with the client on daily basis you will build successful customer relationships and act as the main point of contact for a lot of the 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.
• Manage escalations effectively and take ownership for resolving problems.
• Ensure that the Client’s security requirements, policies and procedures are complied with.

What we NEED you to have:

• Previous Team Management experience (with experience of handling HR processes, recruiting, succession planning, chairing 1-2-1, disciplinary hearings and team meetings, driving performance and coaching and developing people)
• Proficiency in technical support for cloud based productivity tools
• Commercial awareness, with a strong knowledge of the BPO landscape, industry trends and operational challenges
• Excellent IT skills & a passion for technology would be a benefit
• Experience in a fast paced environment desirable
• Previous experience in a Technical Support Background advantageous
• Proven leadership skills, with experience in driving change
• Strong multi-tasking with excellent time management skills
• Proven track record in achieving service level agreements defined

Key Competencies:

• Respect for Equality and Diversity
• Commercial and business acumen
• Integrity, Values and ethos- Should reflect company values
• Customer focus with excellent communication skills
• An ethic of Teamwork with Coaching & Mentoring skills
• Creativity and Innovation
• Results orientated
• Organising and planning
• Problem solving and Decision Making abilities
• Openness and resilience to Change
• Excellent Time management
• Proven record of Leadership & Motivating teams

What’s in it for you:Are you still thinking about it? Stable job, regular training, performance based bonus, Community projects and way more!We also care about your wellbeing! From day 1 you get free access to benefits like On-Site Doctor, Occupational Health Advisor, affordable GP scheme or Vision Eye Test.Do you want private medical insurance coverage? We work with VHI to provide contributions towards your chosen medical insurance plan (tenure based).Transport: Do you have a car? We have a free onsite car park. Would you prefer cycling? We can offer you a Bike to Work tax relief. Are you more likely to get the bus? Taxsaver Leap Cards.In the office, you’ll enjoy our inspiring, fun and innovative space with ‘relax’ and ‘play’ areas, gym, subsidised canteen and coffee stations.Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year longWhat happens next?Apply now and if you’re successful with your initial application, our Recruitment department will be in touch within 7 days.You are not fully sure your profile matches all the requirements? Don’t hesitate to apply anyway! We wouldn’t like to miss the opportunity of meeting a great candidate.Who are we?TELUS International Ireland is a multilingual provider of digitally-enabled customer experience and IT solutions. The company has more than 1,800+ team members across Ireland, with locations in Dublin, Cork and Ballina.TELUS International serves clients in over 50 languages and empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. We partner with some of the world’s most disruptive brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.Learn more about TELUS International: https://www.telusinternational.comAdditional Job DescriptionWe are looking for an experienced Team Leader to join our team in Cork! In this role you will have an excellent opportunity not only to further develop your Leadership skills and drive operational excellence with your team, but to further enhance your business acumen and get more exposure to client relationship building and business reviews.Language Reference EnglishEEO StatementAt TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world’s largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service – all backed by TELUS, our multi-billion dollar telecommunications parent.Equal Opportunity EmployerAt TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Expected salary

Location

Cork

Job date

Wed, 29 May 2024 22:00:50 GMT

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