Client Support Team Leader
3 weeks ago
- Responsible for ensuring that all Operational & Quality Reporting deadlines are met.
- Monitor and lead the team to ensure service levels are maintained daily.
- Maximise staff potential by leading performance management and development initiatives.
- Coordinate and participate in team training sessions, preparing and evaluating training materials as needed.
- Act as the first line of support for your team and customers regarding any equipment or software issues.
- Escalate technical issues to third-level support in a clear and timely manner.
- Liaise with third-party providers and hardware support engineers when necessary.
- Manage and resolve IT issues both locally and remotely across multiple contracts.
- Participate in and contribute to workshops and process improvement meetings.
- Develop, implement, and review scripts, standard operating procedures, and operational policies.
- Coordinate the preparation of daily, weekly, and monthly quality, financial, and productivity reports.
- Present service metric findings to the contract account manager.
- Ensure all IT tickets raised are handled efficiently and in accordance with company procedures.
- Coordinate and oversee the weekly team rosters and manage all leave requests.
- Lead and manage client complaint handling in accordance with company procedures, escalating issues to appropriate staff for investigation when necessary.
- Maintain and monitor operational policies and procedures.
- Handle confidential information securely and in compliance with Data Protection legislation.
- Ensure full compliance with the Company's Code of Integrity & Professional Conduct, and always adopt behaviour in accordance with SGS Equality & Diversity policy.
- A minimum of 2–3 years' experience working in a Call Centre or IT-related industry.
- A third-level or IT qualification is beneficial.
- Previous supervisory experience is desirable.
- Strong analytical and problem-solving abilities.
- Fluency in both written and spoken English is required for telephone support.
- The candidate should be able to work on their own initiative and as part of a team.
- Excellent communication skills.
- The candidate should have strong attention to detail, regardless of deadlines and service levels.
- Knowledge of Windows Operating Systems (Windows 10, 11).
- Microsoft or another technical certification is a plus.
- A valid EU work visa or eligibility to work in Ireland is required.
Operational hours are 07:30 – 18:00 Monday to Friday, 08:00 – 12:00 Saturday on a rotational shift.
On occasion, it may be required to travel to alternative company offices for business or technical reasons.
Additional InformationAn overview of some of the benefits available:
An opportunity to develop your career in a friendly, supportive, approachable working environment with a down-to-earth culture.
- Comprehensive training program
- Progression Opportunities
- Pension
- 22 days annual leave
- Annual Tax Saver Tickets for Rail, Bus and Luas
- Bike to Work Scheme
- Employee Assistance Program
- Digital Wellness Platform
To apply please submit your CV.
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