Customer Service Team Lead (Weekend)

Covalen; Limerick; On-site; EUR 13,000 - 16,000; Part time

Benefits offered by this job

Weekend shift uplift

Performance bonus

Office-based role

Job summary

Covalen in Limerick is seeking an experienced Team Lead for their customer operations team supporting a leading Irish bank.

You will lead, coach and develop a team of Customer Operations Specialists, focusing on performance, customer experience and continuous improvement.

Qualifications

• Minimum 1 year of contact centre experience managing a team.
• Leadership, coaching or people management experience.
• Excellent communication and interpersonal skills.
• Strong analytical, problem-solving and decision-making abilities.
• Excellent attention to detail and time management.
• Proficiency in Microsoft Office, particularly Excel and Outlook.

Responsibilities

• Lead, motivate and develop a high-performing team.
• Provide regular 1:1 coaching and performance feedback.
• Monitor quality, service levels and team performance.
• Support escalated customer queries and complaints.
• Manage training, attendance, scheduling and people-related processes.
• Identify opportunities for continuous improvement.
• Build strong relationships with clients and internal teams.

Skills

Team leadership

Coaching

Quality monitoring

Training scheduling

Process improvement

Relationship building

Excel

Outlook

Communication

Time management

Education

Bachelor's degree in Business

Tools

Excel

Outlook

Job description

We’re looking for an experienced Team Lead to join Covalen customer operations team, supporting customers of a leading Irish bank.

You’ll lead, coach and develop a team of Customer Operations Specialists, with a strong focus on performance, customer experience and continuous improvement.

What you’ll do:

• Lead, motivate and develop a high-performing team
• Provide regular 1:1 coaching and performance feedback
• Monitor quality, service levels and team performance
• Support escalated customer queries and complaints
• Manage training, attendance, scheduling and people-related processes
• Identify opportunities for continuous improvement
• Build strong relationships with clients and internal teams

What we’re looking for:

• Minimum 1 year of contact centre experience managing a team
• Previous leadership, coaching or people management experience
• Excellent communication and interpersonal skills
• Strong analytical, problem-solving and decision-making abilities
• Excellent attention to detail and time management
• Proficiency in Microsoft Office, particularly Excel and Outlook
• Ability to work in a fast-paced, changing environment
• Third-level qualification in Business or a related discipline

Location: Limerick City, this is an office job

Base Salary: €14,800 p/y plus weekend shift uplift and opportunity to earn a Performance Bonus

Working hours: 16 hours per week - Saturday & Sunday