Online Operations Support Specialist

3 weeks ago

Dublin, Dublin City, Ireland Adecco Ireland Full time

Our global client's Support Design & Optimization team designs, implements and continuously improves customer experience for agent-level processes, escalations and internal workflows.

They are advocates for a better customer experience, driving customer focused support efforts, allowing for faster resolution, and providing insights to product teams about user experiences and they are currently looking for a new support specialist to join them.


MAIN TASKS:

  • Support vendor delivery of customer support in line with the scale of the product team resolving escalations and quality calibrations as required.
  • Understand core risk/payments experience infrastructure, tools, systems, and data.
  • Demonstrate indepth knowledge of process design, driving efficiencies, identifying gaps and implementing improvements. Apply the experience in the fast paced and growing operations environment.
  • Work with our operations teams in determining payments support experience, that allow products to scale while taking ownership of the space to make the product experience better.
  • Analyse product metrics and labelling results, collecting insights, gaps, and pain points across the operation to categorise, scope and help prioritise (with BOPM and SDO Manager) process, tooling, training, documentation, and customer experience improvements.
  • Manage projects and coordinate new product support across payments experience team stakeholders.
  • Influence and lead efforts, communicate effectively, and coordinate with key crossfunctional partners, including Product, Engineering, Design, Legal, and others during design, build, launch, and expansion phase of product life cycle.
  • Ensure project documents are complete, current and available for staff and leadership review.
  • Develop project schedules based on the product requirements, technical challenges, tooling leadtimes and business needs.
  • Identify challenges before they arise, create plans to manage the tasks and alleviate the risks, and pitch in to execute those plans as needed.
  • Create and maintain documentation of all workflows and processes owned by the team.
  • Coach and mentor other team members to share knowledge and experience and help grow the team.

VALUED PROFILE

  • 2+ years of experience in working in a project/customer support environment
  • 2+ years of experience working with global crossfunctional teams
  • Analyticalthinking and problemsolving experience
  • Experience creating, implementing and improving business processes
This role is currently operating as a 9 month contract, valid RTW for the whole duration is required.

If the role interests you, please apply or get in touch via email for more details.

If you are interested in other roles or career change, please do not hesitate to contact me too.

Adecco is an equal opportunity employer.

Adecco Ireland is acting as an Employment Business in relation to this vacancy.

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