Client Support Team Leader
Client Support Team Leader
Posted on :
07-02-2025
Employer Active
1 Vacancy
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Job Description
- 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 thirdlevel support in a clear and timely manner.
- Liaise with thirdparty 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 Companys Code of Integrity & Professional Conduct and always adopt behaviour in accordance with SGS Equality & Diversity policy.
Qualifications :
- A minimum of 23 years experience working in a Call Centre or ITrelated industry.
- A thirdlevel or IT qualification is beneficial.
- Previous supervisory experience is desirable.
- Strong analytical and problemsolving 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 Information :
An overview of some of the benefits available:
An opportunity to develop your career in a friendly supportive approachable working environment with a downtoearth 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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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