Experienced Customer Service Team leader required in Dublin

EUR35000 - EUR38000 per annum
23 Nov 2016
19 Dec 2016
Juliana Barcelos
Job Type
Our client is seeking a strong Team Leader to lead a team of technical product support analysts for a global social media organization. This group focuses on working closely with internal teams and providing technical product support.

The Team Leader will be responsible not only for managing day to day operations of the team, people management, performance management, but also help the client determine gaps in processes, identifying innovative ways to solve problems upstream and scale our operations & pitch in with technical support based on business requirement.

Ideal candidates will be comfortable understanding social media campaigns and triaging bugs and, have an appetite for research and gathering data insights and the ability to use that to resolve product support / technical issues. This position requires a high level of comfort working with cross functional partners, and a strong analytical & technical mindset. Successful team members have a passion for business success, strong attention to detail, analytical & technical problem-solving abilities, and keen eyes for operational inefficiencies.

*BA/BS degree or equivalent experience preferably in IT
Minimum Qualifications:
*5+ years working in a customer service/technical product support environment
*A minimum of 2+ years' experience leading teams, managing a team of 10 - 15 direct reports
*Demonstrated capability in driving performance improvement and managing people
*Excellent communication skills - written and oral
*Demonstrates a proactive approach to team management
*Client focused and solutions oriented; Good problem solving and analytical skills
*Ability to comprehend and analyze client situations and use judgment to help analysts apply the most appropriate solution for the client
*Ability to collaborate and work effectively with cross functional and global teams
*Self-learner interested in both the how and the why
*Ability to educate customers on policy and product questions
*Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail
*Decision making with ability to apply judgment to processes and situations

Success in this position requires exceptional customer service & technical skills; a willingness to experiment; the ability to thrive in a dynamic, team-focused environment; and a passion for helping others achieve results.

This team is expected to provide coverage in shifts (currently from 8am - 8pm) for all 7 days in a week. Accordingly the associate must be willing to work over weekends as well as flexible for the late afternoon shift as per the shift planning roster (on a rotational basis). A team leader is expected to independently plan, implement & monitor the shift roster. This might mean being creating & making him/ herself available to provide adequate leadership coverage to cover all shifts including weekends.

Apply now and talk to me!

Send your most up to date CV to juliana dot Barcelos at manpower dot ie

About us:

Manpower is part of ManpowerGroup - the world's workforce expert, which connects more than 600,000 people to work every day and helps more than 400,000 clients worldwide. With 3,100 offices in 80 countries worldwide, ManpowerGroup offers the full spectrum of workforce solutions needed to address the complex recruitment challenges that exist today