Globoforce, Inc.

  • Customer Service Team Leader

    Job Locations IE-Dublin
    Category
    Operations
    Type
    Regular Full-Time
  • The Company

    Globoforce is a leading provider of social recognition solutions, helping companies build stronger, more human cultures through the power of thanks. Named one of the Best Workplaces by the Great Place To Work® Institute, Globoforce is trusted by some of the most admired companies in the world to inspire and energize employees and create best places to work. Our award-winning SaaS technology and proven methodologies empower HR and business leaders to take a modern, more strategic approach to recognition programs. What results is measurable business success, qualified by increases in employee engagement, retention and productivity. The company pioneered the WorkHuman movement, created to galvanize organizations and leaders worldwide to create a more human workplace. Globoforce is co-headquartered in Framingham, Massachusetts, and Dublin, Ireland.

    We have a vision to help build the best, most admired company cultures in the world. It starts with our own culture. If you work with us, you’ll be inspired by your colleagues, delighted by our customers, and driven by our collective energy and momentum… because at Globoforce, we all understand that we’re part of something big.

     

    Unlock full potential. Celebrate positive moments, every day. We at Globoforce, make WorkHuman.

    The Job

    Our Customer Service Team Leader is responsible for ensuring our customers receive an outstanding experience. Committed to working with customers throughout the customer’s life-cycle they ensure each customer receives a unique customer experience and ensuring that their team delivers an exceptional experience daily.

     

    The role’s primary responsibility is to manage a team of customer service agents who support the customer in during the day shift from Monday to Sunday.  This is an exciting opportunity for an experienced leader who has broad expertise in customer service management, and building high performance teams.  The ideal candidate will be well-versed in cross team coordination, experience building lasting relationships with internal stakeholders and customers and be an experienced people manager.

     

    The position will report to the Director of Customer Service.

     

    Hours: Sunday - Thursday - Day Shift

    Responsibilities, Skills & Qualifications

    • Professionally manage a team of English and multilingual customer service agents  to meet business objectives daily
    • Motivate and support the team consistently delivers a high standard of service
    • Develop a high performance team, through continuous coaching, mentoring and development
    • Implement and foster a strong and effective communications environment within the team
    • Deal with customer escalations in a prompt and efficient manner
    • Build strong and effective relationships with key internal and external stakeholders.
    • Foster a culture of continuous improvement to enhance the service provided

     

     

    Required Skills and Experience:

    • A talented people manager with a minimum of 5 years experience successfully managing a high performance team in a customer contact center role is essential
    • Second language (Spanish/Portuguese/French/German/Dutch/Italian/Polish) is essential 
    • Possess and demonstrate a passion for customer service and delivering an exceptional customer experience
    • Be self-motivated and proactive with a proven ability to use your own initiative
    • Excellent written and oral communication skills
    • A very good knowledge of MS Word and Excel packages, any experience of working with MS Dynamics CRM would be an advantage
    • High energy and positive “can do’ attitude
    • Fluent spoken and written English, fluency in spoken and written Spanish would be an advantage

     

    Education and Qualifications:

    • 3rd Level Qualifications

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