Japanese Contact Center Team Lead in Dundalk, Louth, Ireland

National Pen Direct Employer

About National Pen:

At National Pen we strive to be the worldwide leader in providing high value promotional products for businesses and professionals by providing expert knowledge and effective promotional products.

With a workforce from over 30 different countries with 19 working languages, we provide a very diverse and multi-cultural environment with on-going training to provide you with the tools to be successful.

Overview of Role:

Reporting to the Contact Centre Managers / Supervisors – the Team Leader is a highly focused position. The Team Leader will have the responsibility to ensure a service-oriented and professional working environment by supervising the performance of team members and executing necessary actions for their motivation when required. The Team Leader will support in the supervision in one of the following teams.

  • Customer Service
  • Upsell
  • Web Inbound
  • Telesales

What you will do:

  • A team leader has the responsibility to motivate and inspire the team to surpass their potential as much as possible
  • Responsible for the performance management of the team and that team members receive relevant and timely feedback on an on-going basis
  • Organising the workload for the team and ensuring that the right resources are available
  • Manage the development of the web inbound agents, providing training, coaching and support to meet the team targets
  • Facilitation of communication cross functionally among the members of team and resolve issues as they arise
  • Work towards meeting the departmental objectives, including sales targets, quality etc.
  • Promote an enthusiastic and competitive atmosphere within the team, increasing motivations and results
  • Ensure correct adherence to all internal policies and procedures at all times
  • Conduct weekly team meetings
  • Weekly reporting on teams performance and target management, ensuring that they meet and exceed the targets as outlined by senior management
  • Continuously strive to deliver the highest quality of service to both internal team and external customers

What we need from you:

  • Previous experience and understanding of the Contact Centre required
  • Excellent attendance record
  • Previous experience in coaching, training and team leadership an advantage but not required
  • Ability to operate well in a call center team environment as a leader
  • Fluent Japanese Speaker
  • Natural flair for coaching, motivating, and interacting with people.
  • Knowledge of operating systems and tools
  • Excellent administration skills with a high attention to detail
  • High level of communication skills both Verbal & Written.
  • Good organisational skills and ability to prioritise work.
  • Ability to work to tight deadlines & multi-task effectively

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