Ireland
The support team within Paddy Power provides support and assistance for online and phone customers, we connect with our customer across many platforms such as live chat, phone, email and social media. Our department is award winning and we answer in excess of 1.5 million customer contacts per year. My role is to lead, manage and motivate a team of 16 escalation managers, who form a team that is an essential function within the support team, as they act as a 2nd level point of contact for all Customer Support Specialists . Key tasks of my role would include: Set and Report on all performance targets Performance Management of my direct reports Manage development plans and progression of team members Manage and Drive process improvements to enhance the customer experiences, always encourage creativity Design, implement and manage all elements of recruitment for my team and assist with recruiting for the wider support team Help manage the daily running of the contact centre with my colleagues, and perform tasks such as queue management and WFM activities Liaise with senior management, IT and key stakeholders in the resolution of customer queries/operational issues
Manage and lead a team of 42 agents, specialised in email contacts Driving & Delivering performance evaluation reviews for 100+ call centre operators Prepare and conduct all training from induction to performance improvement Prepare & conduct performance investigations & assist with the disciplinary process Actively participate in all areas of recruitment