French Speaking Team Leader

We are a leading US Gaming company based in Galway, shortly releasing a major title in late spring. In support of this we are now looking to take on a fluent French & English speaker for a team leader role. Candidates for this role should have experience of working in a contact centre or similar environment with very good communication skills.

We offer a genuinely unique working environment based close to the city centre which is fun and vibrant. There will be unlimited job opportunities for the right candidate.

Although the role is initially a contract it is with a genuine long term view with great potential to go permanent.

RESPONSIBILITIES:

- Provide motivation, direction and service leadership to a team of support Representatives.
- Work with management to develop, maintain and drive policies to ensure an exemplary customer satisfaction.
- Play an operational role as an escalation point to handle problematic queries and customer complaints, for resource allocation and as a contributor to operational strategy.
- Monitor team attendance & punctuality as per policy.
- Provide performance evaluation, guidance, support and coaching to direct reports by stressing on strengths and pointing out areas to improve.
- Conduct weekly team meetings to communicate team performance, business updates, and to promote company core values.
- Attend focus groups and team meetings to provide feedback.
- Work with contact Centre Lead to oversee the training and growth of all employees.
- Apply and contribute on the awards top performers programs.
- Understands fully the management vision, communicate it to the team members and ensure implementation.
- Ensure open and transparent communication both inter-departmentally, and within the support teams.
- Work with Management and Human Resources to resolve personnel issues in a professional and timely manner.
- Co-ordinate with Customer Support Leads to process, approve/deny direct reports' employee time off requests.
- Maintain security and confidentiality of all internal information and customer/account information.
- Regularly liaise with Technical Department from Development to find resolution to player top Technical issues.
- Provide reporting and complete special projects as required by management.

For more information on this exciting opportunity with our company, please contact Daisy