RESPONSIBILITIES:: Manage a team of 10–15 Membership Services Representatives with varying schedules. Identify training and development opportunities and partner with L&T, QS, and Content teams to implement targeted development plans and resources. Conduct regular 1:1s, team meetings, and coaching sessions in line with established standards. Build, develop, and lead a high-performing team that meets or exceeds defined performance goals and KPIs. Engage and develop direct reports by fostering an open, collaborative environment, providing individualized coaching and growth plans, and driving needs-based initiatives through effective communication, feedback, and best-practice sharing. Manage HR-related issues appropriately and in accordance with company guidelines. Conduct regular shadowing sessions with the team to ensure quality, consistency, and efficiency. Review emails and escalated member issues within an acceptable time frame & interact directly with members when necessary. Follow company guidelines while thinking quickly and creatively to offer solutions that meet member needs. Stay on top of all administrative responsibilities, ensuring accurate, timely completion of required workflows, reporting, documentation, and internal updates. Maintain in-depth knowledge of processes and procedures, supporting team questions and providing approvals as needed. Create and maintain a positive, inclusive, and motivating team culture. Leverage AI-driven tools and insights to improve team efficiency, enhance member experience, and support data-informed coaching and decision-making. Support cross-functional and department-wide projects by providing team insights, executing operational tasks, and helping drive successful implementation
QUALIFICATIONS:: Previous Team Leader or Manager experience in a contact centre environment is strongly preferred. Passion for leading, coaching, and developing others. Excellent written and verbal communication skills. Positive attitude and high-energy performer with a solutions-oriented mindset. Ability to thrive in a dynamic, fast-paced startup environment. Ability to leverage multiple applications, systems, and tools effectively. Strong planning and organisational skills, with the ability to work under pressure, remain calm, communicate clearly, and prioritise workload to meet deadlines. Proven track record of analysing information, troubleshooting issues, and resolving problems effectively. Demonstrated ability to lead by example, acting as a role model for time, attendance, professionalism, and overall team standards. Strong commitment to maintaining confidentiality and handling sensitive information with discretion and integrity. Must be eligible to live and work in Ireland. Must be available to work at our Limerick office in line with the Hybrid Model. Flexibility to work shifts across a Monday–Sunday daytime schedule between 7:00 am and 10:00 pm.