SAS

Customer Engagement, Team Manager

IE-Dublin
Requisition ID
20018878
Job Category
Marketing
Travel Requirements
None

Company Overview

Germany SAS

 

Big Data. Bigger Opportunities.

 

SAS is looking to hire a Team Manager to support a group of Customer Engagment Executives. The Manager will have fluent English in addition to two European languages (Scandanavian, Dutch or German strongly preferred).

We’re looking for a talented and enthusiastic Manager who will lead & develop our multi-channel customer contact centre. We support multiple channels including live chat, social media, phones and email. The successful candidate should have a natural curiosity about customer needs, enjoy the dynamics of leading, coaching & developing a team with ability to deliver sales-ready leads. The contact centre is a great diverse international group, results happen & it's a fun place to work! Like what you see, does this sound like you? We want a great 'people person' to come on board & add to an already super team. If yes, then read on & we would like to hear from you now! This role reports to  Shirley Rigney, Head of Customer Engagement EMEA & APAC. Check out on Linkedin

https://www.linkedin.com/in/shirleyrigney/

 

Key Accountabilities as Team Manager:

  • Hire, coach & empower a customer focused environment that delivers a quality service and lead generation
  • Plan, allocate & organize team resources to ensure optimal coverage to meet customer needs & achieve business goals
  • Encourage and foster skill development and professional growth providing regular 1-1's & performance feedback
  • Actively engage with team, recognise & reward excellence 
  • Work in collaboration with Shirley & make the overall team a great place to work at all times 
  • Identify team training needs and help coordinate
  • Provide leadership & motivation. Ability to impact & influence  
  • Monitor absenteeism, track & address various issues in team  

  • Regular review live chat transcripts and reinforce best practices
  • Identify, troubleshoot and help resolve challenges that impact team productivity
  • Foster an environment of flexibility and ability to implement change
  • Capacity to multitask & work under pressure at busy periods
  • Develop and maintain effective working relationships within & across the business
  • Work closely and effectively with Contact Centre Operations globally
  • Attend and participate in global leadership meetings and keep team updated on priorities and projects
  • Use insights into customer needs to provide feedback and recommendations on how to strenthen & improve customer response

 

  • Qualifications:
  • Multi-lingual (Fluent English in addition to two other European languages, see above)
  • Bachelor’s degree and at least 4 years direct management or supervisory team experience
  • Experience providing multi-channel B2B customer response in a customer service and/or sales environment
  • Excellent time management skills
  • Proven ability to set & exceed individual team goals and expectations
  • Excellent verbal, written and interpersonal skills with ability to communicate within all levels of the organization
  • Expertise in listening and assessing /resolving problems
  • Display confidence & diplomacy 
  • Advanced troubleshooting and problem solving skills with ability to negotiate through challenges with customer satisfaction as end result
  • Fundamental understanding of SAS technology preferred
  • Microsoft Office proficiency, particularly with Outlook, Excel, Word and PowerPoint

Location:

Role is based in our great city centre office in the IFSC, Dublin 1. We have a modern working environment with superb facilities designed to promote wellbeing, creativity and collaboration.

 

At SAS we set the bar high for our employees and give them a culture that fosters creativity and promotes innovation. This approach springs from our CEO Jum Goodnight's philosophy. "Treat employees like they make a difference and they will".  Check out our website to find out more. www.sas.com

 

 Please note all potential applicants must be legally eligible to work in Ireland with no visa or sponsorship required

 

 

 #LI-RF1

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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