CS Quality
hace 7 horas
CS Quality & Knowledge Management Team Leader
Ryanair are currently recruiting for a CS Quality and Knowledge Management Team Leader to join the Customer Service Team of Europe’s Largest Airline Group
This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests per year within the next 10 years.
As Team Leader will manage a team of Customer Service Quality agents and Knowledge base auditors, overseeing quality within our external vendor partners. This role is critical in driving the team’s performance, ensuring operational efficiency, and maintaining service quality standards.
Key Responsibilities:
- Guide and motivate customer service agents to achieve individual and team goals.
- Track key metrics like customer satisfaction, response times, and resolution rates; address performance issues promptly.
- Provide regular feedback, mentoring, and training to help team members grow professionally.
- Resolve complex customer issues quickly and collaborate with senior management when needed.
- Run weekly 1-on-1s and team meetings; share updates and policy changes clearly.
- Work with other departments to streamline workflows and enhance the customer experience.
- Ensure the team delivers high-quality service and exceeds customer expectations.
- Analyze performance and feedback to identify trends and adjust strategies.
- Create a positive work environment, recognize achievements, and keep morale high.
Qualifications:
- Strong experience in coaching, mentoring, and developing teams in a customer service environment.
- Ability to create, execute, and manage performance improvement plans.
- Exceptional communication, presentation, and interpersonal skills.
- Proven ability to handle escalations and resolve complex customer issues.
- Strong leadership skills with a focus on team engagement and motivation.
- Ability to work in a high-pressure, fast-paced environment while maintaining a calm and effective demeanor.
- Previous experience in customer service or team leadership roles, ideally in a contact center or customer solutions environment.
- Experience with performance management and driving team success through metrics-based decision-making.
- Strong problem-solving and decision-making skills with the ability to act swiftly under pressure.
- A competitive but flexible career plan
- Optional discounts on health insurances (various companies).
#J-18808-Ljbffr
-
CS Quality Assurance Analyst – Entry Level
hace 5 días
madrid, España Ryanair Ltd. A tiempo completoCS Quality Assurance Analyst – Entry Level CS Quality Assurance Analyst – Entry Level Ryanair are currently recruiting for a CS Quality Assurance Analyst – Entry Level to join the Customer Service Team of Europe’s Largest Airline Group This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests per year within...
-
CS Quality Assurance Analyst – Entry Level
hace 1 día
madrid, España Ryanair - Europe's Favourite Airline A tiempo completoCS Quality Assurance Analyst – Entry Level Join to apply for the CS Quality Assurance Analyst – Entry Level role at Ryanair - Europe's Favourite Airline Ryanair are currently recruiting for a CS Quality Assurance Analyst – Entry Level to join the Customer Service Team of Europe’s Largest Airline Group. This is an excellent time to join Ryanair as we...
-
CS Quality
hace 4 días
Madrid, España Ryanair Ltd. A tiempo completoA prominent airline company in Europe is seeking a CS Quality and Knowledge Management Team Leader. In this role, you will manage a team of customer service quality agents, focusing on improving service levels and performance metrics. The ideal candidate has strong leadership skills and experience in coaching teams within a fast-paced environment. You'll...
-
CS Quality
hace 3 días
madrid, España Ryanair Ltd. A tiempo completoA prominent airline company in Europe is seeking a CS Quality and Knowledge Management Team Leader. In this role, you will manage a team of customer service quality agents, focusing on improving service levels and performance metrics. The ideal candidate has strong leadership skills and experience in coaching teams within a fast-paced environment. You'll...
-
CS Quality
hace 3 días
madrid, España Ryanair - Europe's Favourite Airline A tiempo completoCS Quality & Knowledge Management Team Leader Ryanair is currently recruiting for a CS Quality and Knowledge Management Team Leader to join the Customer Service Team of Europe’s Largest Airline Group. As Team Leader, you will manage a team of Customer Service Quality agents and Knowledge base auditors, overseeing quality within our external vendor...
-
CS Quality
hace 7 días
Madrid, España Ryanair - Europe's Favourite Airline A tiempo completoCS Quality & Knowledge Management Team LeaderHaga clic en "Solicitar" a continuación para enviar su candidatura. Asegúrese de que su CV está actualizado y de que ha leído primero las especificaciones del puesto.Ryanair is currently recruiting for a CS Quality and Knowledge Management Team Leader to join the Customer Service Team of Europe’s Largest...
-
CS Quality
hace 5 días
madrid, España Ryanair Ltd. A tiempo completoCS Quality & Knowledge Management Team Leader Ryanair are currently recruiting for a CS Quality and Knowledge Management Team Leader to join the Customer Service Team of Europe’s Largest Airline Group This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests per year within the next 10 years. As Team Leader will...
-
CS Quality Assurance Analyst – Entry Level
hace 3 días
Madrid, España Ryanair - Europe's Favourite Airline A tiempo completoCS Quality Assurance Analyst – Entry Level Join to apply for the CS Quality Assurance Analyst – Entry Level role at Ryanair - Europe's Favourite Airline Ryanair are currently recruiting for a CS Quality Assurance Analyst – Entry Level to join the Customer Service Team of Europe’s Largest Airline Group. This is an excellent time to join Ryanair as we...
-
CS Quality Assurance Analyst – Entry Level
hace 3 días
Madrid, España Ryanair Ltd. A tiempo completoCS Quality Assurance Analyst – Entry LevelCS Quality Assurance Analyst – Entry LevelRyanair are currently recruiting for a CS Quality Assurance Analyst – Entry Level to join the Customer Service Team of Europe’s Largest Airline GroupThis is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests per year within the...
-
CS Quality
hace 3 días
Madrid, España Ryanair Ltd. A tiempo completoA prominent airline company in Europe is seeking a CS Quality and Knowledge Management Team Leader. In this role, you will manage a team of customer service quality agents, focusing on improving service levels and performance metrics. The ideal candidate has strong leadership skills and experience in coaching teams within a fast-paced environment. You'll...
