Technical Team Lead
- Employer
- Manpower Ireland
- Location
- Dublin
- Salary
- EUR40000 - EUR45000 per annum
- Closing date
- 28 Sep 2018
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Key Skills and Experience:
*Approximately 3 Years of customer support and troubleshooting preferably in an Ecommerce domain/Payment gateway and web Technologies environment with 1 - 2 years as a Team Leader
*3+ years of Overall BPS experience
*Technical experience in HTML, JavaScript, Web technologies
*Excellent process/floor skills @ ticket level
*Strong follow up skills (Callbacks/appointments, open tickets, tickets @ various states towards closure)
*Excellent written and verbal communications skills
*Handling Escalations from Clients/Sales
*Excellent workflow management skills and experience in documentation (SOPs and process flows)
*Metric management skills and experience
*Good people management, feedback and coaching skills
*Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Key Responsibilities:
*Day to Day operations, service level and Floor Operations management
*Should prioritize and manage queue and ensure follow ups on time (appointments/call backs)
*Organize team work calendar and work towards keeping the team motivation at a higher level.
*Assign routine tasks to the team
*Prepare consolidated weekly / monthly reports, agent performance reports.
*Analyze training needs and coordinate to bridge knowledge gaps
*Accountable for the success and quality of the process
*Ensures that the process is followed correctly by the agents
*Work closely with the Supervisor to ensure high levels of productivity, quality and CSAT
*Set and drive Goals at technical level
*Approximately 3 Years of customer support and troubleshooting preferably in an Ecommerce domain/Payment gateway and web Technologies environment with 1 - 2 years as a Team Leader
*3+ years of Overall BPS experience
*Technical experience in HTML, JavaScript, Web technologies
*Excellent process/floor skills @ ticket level
*Strong follow up skills (Callbacks/appointments, open tickets, tickets @ various states towards closure)
*Excellent written and verbal communications skills
*Handling Escalations from Clients/Sales
*Excellent workflow management skills and experience in documentation (SOPs and process flows)
*Metric management skills and experience
*Good people management, feedback and coaching skills
*Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Key Responsibilities:
*Day to Day operations, service level and Floor Operations management
*Should prioritize and manage queue and ensure follow ups on time (appointments/call backs)
*Organize team work calendar and work towards keeping the team motivation at a higher level.
*Assign routine tasks to the team
*Prepare consolidated weekly / monthly reports, agent performance reports.
*Analyze training needs and coordinate to bridge knowledge gaps
*Accountable for the success and quality of the process
*Ensures that the process is followed correctly by the agents
*Work closely with the Supervisor to ensure high levels of productivity, quality and CSAT
*Set and drive Goals at technical level
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