Customer Contact Centre / Scheduling Team Lead

Title:
Customer Contact Centre / Scheduling Team Lead

About:
As the Team Lead of the Contact Centre and Scheduling Team at MDE Installations, you will play a pivotal role in leading and developing a high-performing team responsible for delivering exceptional customer service and operational efficiency. Based in Monaghan, this role will focus on managing day-to-day team operations, ensuring KPI targets are met, and driving continuous improvement in customer experience for ESB customers. You will act as a leader, coach, strategist, and operational expert to ensure a seamless customer journey.

The Role:
You will oversee the end-to-end contact and scheduling processes, motivate and coach team members, ensure compliance with quality standards, and manage communication across various channels including phone, email, SMS, and social media. You will act as a key link between internal departments, installers, and the ESB, championing improvements in service quality and performance metrics while supporting team development, workforce planning, and business strategy implementation.

Location:
Monaghan, County Monaghan

Hours of work:
Monday to Friday

Qualifications:

• Proven experience in contact centre operations and team leadership
• Strong knowledge of customer service principles and best practices
• Proficient in interpreting and analysing KPIs and customer feedback
• Familiarity with contact centre technologies and data systems

Responsibilities:

• Lead, coach, and develop a customer-focused team
• Monitor and enhance customer satisfaction (CSAT, FCR, NPS)
• Ensure appointment scheduling for ESB smart meter installations is optimised
• Oversee all customer interactions across communication channels
• Analyse and improve team KPIs and performance metrics
• Handle escalated complaints and complex customer queries
• Collaborate with internal teams and ESB stakeholders
• Maintain compliance with GDPR and internal policies
• Drive recruitment, training, and ongoing development
• Promote a positive and productive team culture
• Support strategic planning and implement process improvements

Essential requirements:

• Strong leadership and people management experience
• Proven ability to manage performance, quality, and customer satisfaction
• Proficient in interpreting data, managing KPIs, and reporting
• Experience in scheduling, workforce planning, and customer journey mapping
• Excellent written and verbal communication skills
• Ability to adapt to business needs and prioritisation changes

Desirable requirements:

• Experience in utility or field service operations
• Understanding of smart meter installation workflows
• Knowledge of quality frameworks and QA scorecard use
• Familiarity with multi-channel customer contact strategies

Benefits:

• Company events
• Employee assistance program
• On-site parking

Schedule:

• Full-time
• Monday to Friday
• In-person role based in Monaghan