All Locations
Slane
Advertising Salary
Competitive depending on experience
Vacancy Type
Permanent - Full Time

About the Role


Who Are We?

At Panda, Ireland's largest Waste Management business, we invite you to join our Team and experience a career that champions environmental excellence while harmonising tradition and innovation. Be part of a team that values strong connections and supports one another.

At Panda, we are committed to leading the way in waste management and recycling solutions. Embrace our innovative spirit as we work together to preserve our environment and create a greener future for generations to come.

Now let us tell you about the role:

As the Call Centre Team Leader, you will oversee the team's daily activities, monitor progress against SLAs, and implement strategies to enhance operational efficiency. Your role involves interacting with various support functions and ensuring a positive work environment for your team.

Key Accountabilities:

Operational Efficiency: Manage daily operations to consistently meet SLAs/KPIs, identifying and implementing efficiency improvements.
Performance Monitoring: Assess team progress against SLAs, intervene when necessary, and analyse outputs for actionable insights.
Quality Management: Drive quality activities, ensuring customer satisfaction and adherence to company policies and procedures.
Areas of Responsibility:
Team Management: Lead, motivate, and develop team members, ensuring the achievement of individual and team goals.
Interaction with Support Functions: Collaborate with support functions, including HR, Training/Process, and Quality, to drive overall team goals.
Scheduling and Resource Planning: Manage team schedules, rota reviews, and resource planning to optimize productivity.
Experience and Skills:
Proven experience in a fast-paced call centre environment, with a focus on leadership and performance management.
Strong communication and problem-solving skills, with the ability to handle customer escalations effectively.
Experience in analysing data from telephone systems, case management, and customer satisfaction surveys for informed decision-making.
Knowledge of Panda Waste operations and waste management is essential.
Performance Management: Ability to work towards and achieve targets, understanding contact centre metrics, and driving performance improvements.
 
Candidate Profile: 

The ideal candidate is customer-oriented, team-focused, and possesses excellent mentoring and teaching abilities. With a commitment to self-development, adaptability, and analytical skills, the candidate will lead by example in achieving targets and building effective inter-departmental relationships.

Essential Competencies:
Customer Service and Communication: Demonstrated experience in effective communication with customers and management, both orally and in writing.
Problem Solving Techniques: Ability to identify and resolve problems, applying analytical and investigative skills.
Personal Interaction: Adaptable with the ability to convey knowledge, think creatively, and inspire confidence in others.
Leadership: Confident, motivating, and capable of transferring knowledge effectively.
Performance Management: Track record of working towards and achieving targets, understanding metrics, and driving performance improvements.

The bigger group: Beauparc

Beauparc, a dynamic and forward-thinking environmental services company, is at the forefront of innovative waste management and recycling solutions. Operating on a global scale, Beauparc is committed to making a positive impact on the environment, promoting sustainability, and driving change within the industry. 
Operating across Ireland, the UK, and other countries, Beauparc is dedicated to shaping a greener future through responsible resource management and sustainability. Join us to make a positive impact on the environment. 

About Us

At Panda, Ireland's largest Waste Management business, we invite you to join our family and experience a career that champions environmental excellence while harmonising tradition and innovation. Be part of a team that values strong connections and supports one another.

At Panda, we are committed to leading the way in waste management and recycling solutions. Embrace our innovative spirit as we work together to preserve our environment and create a greener future for generations to come.

Your contributions matter here. We encourage initiative and creativity, empowering you to shape the future of waste management. Your ideas and fresh perspectives will be celebrated and embraced as we constantly strive for better, more sustainable solutions.

Join our Panda family, where tradition thrives alongside environmental stewardship. Discover our current opportunities and become part of a team that harmonises tradition, innovation, and sustainability to make a positive impact. Together, let's create a greener, cleaner world we can be proud of.

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