Team Lead (Trust & Safety)

Location : Dublin 18 / 100% Onsite from the office
Shifts : Morning (9-6pm) or Evening (5.30pm-2am)

Job Description:
Candidate must have previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment. They will be client orientated, enthusiastic, courteous, and assertive and motivated to take charge of both customer engagement and problem resolution.
The candidate will be strongly team-focused with outstanding mentoring and teaching ability and excellent verbal and written communication skills. They will be motivated and committed to continuous self-development and the development of others. They will be flexible and analytical with exceptional trouble shooting.
The TL will be working within and promoting the Company Values – Be Brave, Be Wise, Be Proud and Exceed.

Duties and Responsibilities
People Management:
Point of contact for all HR/People related issues for Covalen team.
Scheduling and Resource Planning including approving and managing holiday requests.
Managing all on boarding paperwork for access permissions and provisioning etc.
Build loyalty within the team and directly impact performance and productivity improvements.
Lead and motivate staff members and manage the development and performance of each member of the team.
Set clear goals for staff members and manage and assess Team members against goals.
Provide constructive feedback in a timely manner.
Deal with non-performance in accordance with policies.
Responsible for the motivation and leadership of all team members.
Manage Team members and act as point of contact and escalation for any staff members’ issues.
Schedule and review staff Rota while considering planned and unplanned absence.
Delivery:
Allocating workload to the content analysts.
Take accountability for team and market performance and create action plans to address non-delivery.
Monitoring queues for variable workload.
Flagging and managing changes in capacity due to resourcing (holidays) or volume changes.
Ensuring that the SLAs for timeliness, accuracy and quality are met.
Perform all Services in a professional manner to the client satisfaction.
Tracking Performance and Delivery
Communication and organization
Management:
Adherence to policy and procedures.
Complete tasks and actions within defined deadlines.
Escalate direct manager and client manager, as appropriate.
Report progress to managers on on-going basis.

Essential Competencies:
Leadership:
Proven track record of leading by example.
Ability to motivate and inspire confidence in others.
Ability to transfer knowledge effectively.
Skilled in conflict management.
Performance Management:
Ability to work towards and achieve targets.
Understanding of contact centre metrics and targets.
Understanding of the drivers of staff performance.
Ability to produce standard and ad hoc reports.
Ability to analyse outputs reports, surveys etc. and determine action points.
Customer Service and Communication:
Experience in communication with clients.
Ability to communicate effectively with different groups.
Ability to follow specific processes and procedures.
Demonstrates high level of customer satisfaction.
Experience on Process Managed Environment.
Problem Solving Techniques:
Ability to apply analytical and investigative skills to resolve customer issues.
Ability to handle challenging support situations.
Technical Requirements:
Technical skill with Windows
Microsoft Office Suite
Advanced knowledge of Microsoft Excel

Key Requirements:
Minimum 1+ year in a Team Leader/Supervisory/Manager role in a multinational call centre
Strong communication skills (both written and verbal)
Detail-oriented and passion for problem-solving
Ability to work on own initiative or as part of a team
Experience in social media / trust and safety is an advantage

Benefits:

Internal career progression opportunities
Health insurance (Irish Life)
Extensive Training & Development
Free access to 24hr Employee Assistance Programme.
Free access to Wellbeing Programme
Tax Saver Scheme - Travel
Bike to Work Scheme
PRSA Scheme.
Parking Onsite*

Salary : 38K / Annum + 10% Performance Bonus

If you fulfil the key requirements, please feel free to apply or email your profiles to fatema.aziz@covalensolutions.com

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