Contact Centre Team Lead – Newcastle West

Our team at Sysco is the best at what they do, and it’s through your hard work, passion and dedication that we’ve been able to become the largest foodservice provider on the island of Ireland. However, as we grow, we want you to grow too.

So if you’re looking for a change, then we have a new position open for Contact Centre Team Lead. It’s a fantastic opportunity, and a great step for anyone looking to shake up their career. If that sounds like you, then apply today.

Summary:

The Team Leader drives a culture of customer obsession within their team to capitalise on sales opportunities and minimize negative customer experience. The Team Leader delivers high levels of performance across all operational KPIs within their team. Provides an effective and efficient service to our customers across Tele-Sales and Customer Service.

The Team Leader owns and drives individual as well as team projects and activities focused on delivering an efficient and effective customer experience.

The Team Leader delivers results through others. The Team Leader leads and motivates a team to achieve exceptional performance and fosters an environment of engagement and enablement.

Key Accountabilities:

• Understand, Manage and deliver team level results against set KPIs working with the Contact Centre Manager to ensure that all customers view Sysco as their most trusted partner.
• Instil a strong customer focused mind set within the team to both ensure adherence to SLA's and end to end ownership of customer issues. Your team acts as the voice of the customer within the business.
• Demonstrate leadership, and work as a role model at all times through inclusiveness, integrity, transparency and empathy.
• Ensure that your team are Sysco advocates who consistently demonstrate the values of a Sysco employee
• Create a positive culture within your team where successes are shared and celebrated.
• Develop your direct reports by ensuring consistent performance feedback setting specific achievable goals.
• Provide coaching and training to give your team the strongest possible foundation for their career within Sysco.
  
  

Requirements:

• Experience in use of Sales Force desirable but not necessary.
• Ability to perform under pressurised situations, seeking out solutions, getting people to trust and follow your lead.
• Able to manage workload & conflicting priorities.
• Presents a calm exterior at all times.
• Solution Oriented: Ability to effectively plan, organise and deliver, ensuring milestones are in place and reviewed regularly against requirements.
• Demonstrate commercial acumen, able to challenge the status quo; not afraid to ask why, and suggest ideas that will improve People Engagement, Customer Satisfaction or Commercial Delivery.
• A self-starter who has a demonstrated capability and maturity to take ownership of their own development.
• Thrives on working in a team and supporting others to achieve their goals both within their department and cross functionally.
• Able to operate effectively & proactively in a customer service environment with attention to detail and high work standards in support of a “Right First Time” mindset.
• Excellent Interpersonal and communication skills -ability to communicate cross-functionally at all business levels.
• Excellent organisation and time management skills.
• Ability to think strategically, know what matters to the business and the customer in terms of KPI's / goals etc.
• Uses Sysco Speaks as a framework for driving People Engagement, by understanding that people are our greatest asset.
  
  

The duties and responsibilities outlined in this job description are neither definitive nor restrictive and may change in detail from time-to-time to meet the changing needs of the business.

Sysco is an equal opportunity employer.