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Customer Support Team Lead

Employer
Manpower Ireland
Location
Dublin
Salary
EUR35000 - EUR38000 per annum
Closing date
17 Apr 2018
The biggest social media network currently is looking for a The Team Lead. The main purpose of this role is to manage the multi-lingual group and is responsible for delivering high calibre customer/risk service to the client's customers.
The Team Lead will represent the team in communications with the client and provide all levels of support as necessary. The TL is the main point of contact for the client and acts as the single point for escalation on urgent issues. Responsible for team's performance against SLA, quality of service, people engagement, all aspects of the business process and will liaise closely with global counterparts.

Main Responsibilities/Accountabilities:
*Working within multiple teams to execute project deliverables
*Ability to demonstrate credibility to work alongside/with client SME's and team leaders
*Manage team performance to meet client SLA's and KPI's, including metric reporting on team performance
*Performance management: career counselling, coaching, performance development, 1:1's, mentoring
*Support team to achieve results with the highest possible standard of quality and delivery
*Promote culture of continuous improvement across the teams in the global delivery network
*Continuous improvement strategies and ideas, including new process incubation and induction Allocation and distribution of tasks across languages and processes
*Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client
*Ensure all reports are delivered accurately and timely in accordance with the statement of work Flexibility around working hours and some international travel may be required

Basic Qualifications
*1 year of team management experience in a Business Process Operations environment
*1 year of reporting experience

Preferred Qualifications:
*Bachelor's degree
*Indispensable experience managing team (around 10 to 15 people)
*Strong user of excel (formulas, pivot tables, v-lookups, macros)
*Project management experience is highly desirable
*Experience with analysis tools such as SQL and Access queries
*Workshop facilitation an advantage

Professional Skills requirements:
*Ability to build relationships with stakeholders in multiple geographies
*Consultative work style to lead client work.
*An ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner
*Ability to prioritise and effectively manage time in a fast-paced work environment
*An ability to identify the root causes of issues by analysing patterns and trends through data analysis
*Ability to establish and maintain key relationships with the Client's organisation
*Practical analytical problem solving skills through analysis using (Excel, SQL, Access queries etc.)

If you are ready to shine so send your CV to Arianne.solorzano@manpower.ie or call me at 01 64 55 236 and I will do my best to get you this job.

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