We are seeking a Telesales Team Lead. This is a permanent full-time position based in Musgrave Marketplace.
Musgrave is one of Europe’s most successful family-owned businesses with a 140-year heritage in food and brand innovation, supporting communities across the island of Ireland and Spain. Every day we feed one-in-three people in Ireland through 15 market-leading food and beverage brands that include SuperValu, Centra, Frank and Honest, and Musgrave Market Place. We support thousands of retail and foodservice family businesses who live and work in the heart of the communities they serve. We are committed to becoming the most trusted and sustainable business in Ireland and we are making changes across the company to ensure that happens. We want to make a positive impact on the world, and we will support our suppliers and customers to make a difference too.
We are looking for someone to lead, motivate, and coordinate a team of Telesales / Customer Service Representatives.
The Team Lead will have a passion for delivering an excellent customer experience and the ability to deliver that experience through effectively engaging a team of staff. They will manage and delegate the daily workload and ensure the team is able to work to and achieve set targets. They will also be responsible for managing escalated customer issues and liaising internally with other senior members of staff to ensure we deliver on our First for Service commitment.
Responsibilities:
* Effectively manage and motivate a team to achieve sales targets and key performance indicators whilst ensuring behavioral competencies are managed.
* Develop and deliver training for representatives, ensuring they are equipped to up-sell the Musgrave product range and effectively deal with all customer queries.
* Build and leverage effective relationships with key points of contact across the business; Sales, Supply Chain, Trading.
* Arrange staff scheduling and act as first point of contact for staffing issues.
* Manage the telephony solution, reporting, and overall success of call routing.
* Advise on adjustments needed to staff schedules to match work volumes.
* Create, maintain, and regularly review SOPs for the team.
* Implement the company sick leave policy and all other staff policies.
* Identify and resolve problems including key performance metrics, staff optimization, and process improvements.
* Identify and escalate required system improvements.
The ideal candidate will have/be:
* A minimum of one year’s people management experience with extensive Customer Care experience or evidence of stepping up to management.
* Experience in developing, motivating, and leading a high performing/professional team and delivering on targets.
* Broad experience of working with customers, understanding their needs, and translating these into processes/improvements.
* Proficiency in MS Office & Customer Services software.
* Good written and communication skills.
* Good understanding of management practices & techniques.
* Good leadership & interpersonal skills.
* Experience in stakeholder management.
* Call centre management experience (outbound calling/working to targets).
* Foodservice, wholesale, or drinks industry experience.
* Experience with either remote working or hybrid teamwork.
Musgrave is an equal opportunities employer. We encourage applications from diverse candidates. If we can make any accommodations to enable you to be the best version of yourself during the interview, please let us know.
Musgrave operates a Work Smart hybrid working model where you can alternate your time between connecting and collaborating in the business and working remotely.
#J-18808-Ljbffr