Job Opportunities in Ireland
September 16, 2024
Whoop
Limerick
Overnight Team Manager (limerick, Ireland)
At WHOOP, we're on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives.
WHOOP is seeking a Team Manager for our new Overnights team with a passion for leadership, to support our Membership Services Representatives (MSRs). Our Membership Services team is a group of professionals who love supporting communities and geek out on identifying underlying issues for our members.
This leadership role will focus on supporting our teams in Ireland & the U.S. who handle support problems related to the App, hardware challenges with the WHOOP strap, analytical questions about the user's data, and membership and billing-related questions. We are looking for a highly motivated individual who already has a passion for creating an amazing member experience and wants to help drive others to do the same. You must have a strong aptitude for coaching and driving a team to success.
Reporting to the Operations Manager, you will provide leadership and supervision within the Operations team, ensuring your team meets and exceeds service delivery targets with first class support to customers.
This Team Manager role is a Hybrid role meaning that 1 day per week you can work remotely and the remainder of your working week will be based in our Limerick office in Ireland.
RESPONSIBILITIES:
WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.
WHOOP is seeking a Team Manager for our new Overnights team with a passion for leadership, to support our Membership Services Representatives (MSRs). Our Membership Services team is a group of professionals who love supporting communities and geek out on identifying underlying issues for our members.
This leadership role will focus on supporting our teams in Ireland & the U.S. who handle support problems related to the App, hardware challenges with the WHOOP strap, analytical questions about the user's data, and membership and billing-related questions. We are looking for a highly motivated individual who already has a passion for creating an amazing member experience and wants to help drive others to do the same. You must have a strong aptitude for coaching and driving a team to success.
Reporting to the Operations Manager, you will provide leadership and supervision within the Operations team, ensuring your team meets and exceeds service delivery targets with first class support to customers.
This Team Manager role is a Hybrid role meaning that 1 day per week you can work remotely and the remainder of your working week will be based in our Limerick office in Ireland.
RESPONSIBILITIES:
-
- Manage a team of 10-15 Membership Services Representatives with varying schedules
- Identify training opportunities & take action on them with the support of L&D and the team
- Conduct regular 1:1s, team meetings, and coaching sessions in line with agreed standards
- Build, develop, and lead a team of employees into a high performing team that meets or exceeds performance goals (i.e. ensure team is meeting and exceeding defined performance goals and KPIs)
- Engage and develop a team of direct reports, fostering an open collaborative environment where best practices are shared
- Support and drive needs-based initiatives through communication, coaching, feedback and best practice sharing
- Conduct regular shadowing sessions among agents for quality and efficiency purposes
- Review emails and escalated client issues in an acceptable time frame
- Follow company guidelines while thinking quickly to offer solutions to meet the members' needs
- Provide clear documentation of all performance conversations
- Understand Tier 1 and 2 processes and procedures with the ability to support team questions while providing approvals as needed
- Interact with members on escalated issues as necessary
- Create and maintain a positive culture within the team
- Manage any HR issues as appropriate in accordance with company guidelines
-
- Previous Team Leader/Manager experience is favourable in a contact centre environment
- Experience working overnight shifts in a previous role is preferred but not mandatory
- Passion for leading and coaching others
- Excellent written and oral communication skills
- Positive attitude and high energy performer
- Ability to thrive in a dynamic, fast-paced startup environment
- Ability to leverage multiple applications and tools
- Planning and organisational skills, with the ability to work under pressure, remain calm, communicate and to prioritise workload to meet deadlines
- Proven track record of analysing information, troubleshooting problems, and resolving or issues as needed
- Must be eligible to live and work in Ireland
- Must be available to work at our Limerick office line with the Hybrid Model
- Shifts will be across a Monday to Sunday period
WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.
We regret to inform you that this job opportunity is no longer available
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