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Consumer Telesales Team Leader

Date: May 1, 2019

Location: Citywest, D, IE

Company: Glanbia

Consumer Telesales Teamlead 

Job Purpose 

 

An opportunity has arisen for a Contact Centre Team Lead to join Glanbia’s Direct to Consumer channel.

 

Glanbia Ireland is a world class agri food and nutrition business, with a diverse portfolio of quality ingredients and leading consumer brands – including Avonmore and Kilmeaden. 

 

This is an opportunity to work in Glanbia Ireland’s award winning direct to consumer channel, which comprises the e-commerce platform ‘mymilkman.ie,’ and the traditional off-line milkman service.   The business has achieved major industry recognition in recent years for its direct to consumer division - winning the ‘E-commerce Business of the Year’ award in 2018 (All Ireland Marketing Awards), and Website of the Year at the 2019 Digital Media Awards.

 

The channel plays a key role in Glanbia’s future growth agenda – and the Contact Centre Team Lead role represents an opportunity to contribute to this future growth. 

 

In this role, the successful candidate will lead and motivate a new team, responsible for managing sales and customer service queries direct from consumers, using a number of channels - including telephone, e-mail and livechat.   The candidate will collaborate with the Direct to Consumer (D2C) team to enhance the consumer engagement process – developing and implementing customer service procedures, and ensuring delivery of a positive consumer experience.

 

The role will also involve managing and promoting the Contact Centre Minimum Standards related to general house-keeping, performance and standards of excellence as outlined by the department manager. 

The candidate will be required to work closely with all members of the Call Centre Management team and the D2C team - creating and maintaining strong team spirit, and a positive, energetic culture.

 

This is a ‘hands-on’ new role in a growing channel of a leading Irish food business, with an opportunity to help inform and shape the consumer facing customer service strategy.  The successful candidate will have strong relevant experience, excellent communication and people skills, with a strong ability to work on their own initiative.  They will have strong computer literacy skills, and demonstrate good attention to detail.

 

This is a role with responsibility for team members working across two different shift times.  The working hours for the role are 12:00- 21:00.

 

Main Duties/Responsibilities 

  • Lead the consumer sales and customer service functions in the Contact centre – utilizing a range of channels such as telephone, e-mail and Livechat technology.
  • Oversee the smooth running of all day to day work of the team ensuring strong time management and organizational skills are employed across the team.
  • Provide hands on 1:2:1 coaching and training, supplying feedback and team member evaluation to team members and management alike
  • Collaborate with the Direct to Consumer channel to set and monitor weekly/monthly goals
  • Manage and report on Telesales Executives’ performance and ensure appropriate operational and quality standards are met.
  • Ensure appropriate induction training is provided for newly appointed staff.
  • Strive for continuous improvement at all times; contribute to the development of all processes which assist with the streamlining of the daily functions of the department.
  • Monitor all minimum standards, ensuring they are adhered to by all team members, use company policies, procedures and guidelines to manage team members.
  • Ensure all customer information is accurate and up-to-date.
  • Monitor time and attendance while managing inbound and outbound call traffic to ensure that peak demand is met.
  • Ensure the call centre service delivery is in line with the brand guidelines.

 

Role Requirements 

 

1. Qualifications 

 

  • Business qualification.
  • Computer skills qualification – ECDL or similar
  • Experience with Livechat and other customer service platforms an advantage.

 

2. Competencies to carry out the role 

 

  • Customer focused, providing a “best in class” service
  • Strong leadership skills, with an ability to motivate a team. 
  • Ability to empower team members while demonstrating respect and trust
  • Demonstrate a commitment to the professional development of Team Members
  • Communicate clearly and be an active listener
  • Organised and methodical with excellent attention to detail and the ability to analyse data
  • Strong time management skills with the ability to work to deadlines

 

3. Experience 

 

  • A minimum of 2 years’ experience in a people management role
  • Experience working with in a Consumer / ‘B2C’ call centre set up.
  • Experience with technologies such as Livechat an advantage.
  • Proven record in obtaining results within a sales environment

 

4. Possess for following characteristics 

 

  • Outgoing, positive, professional with an energetic personality
  • Be self-aware with emotional and social intelligence
  • Self-motivated and decisive
  • Results driven
  • Analytical thinking, ensure problems are resolved