Airbnb Team Leader

Voxpro

Cork

Role Description: As the Team Lead you will work in Airbnb department within Voxpro. You will be managing the teams of 13-17 people. The role will involve providing day to day support to the agents including coaching, improving the performance, provision of guidance and directions to agents. You will help drive up the customer satisfaction and productivity on your team and will support the development of the agents. Job responsibilities include but will not be limited to: Effectively managing the team of agents; Planning and conducting monthly one-to-one meetings; Achieving targets for specialization area such as Csat, productivity, escalation rates and handoff quality. Identify gaps in agents' knowledge and liaise with the Training manager in order to improve; Working closely with various internal and external stakeholders; Meeting set TL targets. Participating in recruitment processes. Skills, experience, qualifications and attributes required: 2 years previous people management experience in a similar environment. Fluency in English. Excellent communication, collaboration, and flexibility to work with both groups and individuals. Excellent written and verbal skills with the ability to deliver and facilitate training programs. Proven ability to work as part of a team as well as on your own initiative. Must have the ability to take ownership of this role, and constantly strive to make continuous improvements to the training and performance function within Voxpro. Excellent communication skills. Must have a passion for learning and development. Self-starter, motivated, hardworking, and needs to be very flexible. Previous experience of soft skills training would be highly desirable. Competencies: Exceptional Customer Service. Problem-Solving and decision making. Communication. Planning and Organization. Resilience and Openness to Change. Teamwork and Team building. Respect for Equality and Diversity. This job originally appeared on RecruitIreland.com.

2587 days ago