CS Quality

hace 2 semanas

Madrid, Madrid, España Ryanair - Europe's Favourite Airline A tiempo completo

Description
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.

Requirements

  • 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.

Benefits

  • A competitive but flexible career plan
  • Optional discounts on health insurances (various companies).
  • Travel discounts (of course).

Competencies

People Management

Job Knowledge

Customer Service

Decision Making/Judgment

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