Dedicated Night Team Manager

Voxpro

Cork

About VoxproVoxpro is Ireland's largest international provider of customer experience, technical support and sales operations solutions. Voxpro partners with some of the world's most exciting and disruptive tech organisations to support their customers by delivering world's best customer experiences. Established by co-founders, Dan and Linda Kiely, Voxpro currently operates centres of excellence in Cork and Dublin, Ireland; Athens, Georgia and Folsom, California, USA and Bucharest Romania where we deliver a premium customer support experience to customers in over 32 countries internationally. Job DescriptionHere at Voxpro we are super excited to announce our partnership with one of the worlds games giants. This is a fantastic opportunity for super talented people to join an exceptional team of game experts. Our Client makes games for mobile platforms - that are loved by over one hundred million players worldwide. ' This role is to actively manage the on-going day to day activities of the night shift customer support team by providing assistance, training, technical support, guidance and advice. The role will also be very focused on prioritizing, managing performance of the agents, allocation of work and leading the team to achieve SLA's and KPI's. Some of these roles will involve taking ownership of, and building strong relationships with the new partner. Job responsibilities include: People Management. Reporting on a daily basis to the Operations manager, you will actively manage the team - (floor-walking, observing, coaching, performance team meetings, delegating, planning, monitoring. Ensure that employee attendance, absence and working hours for the team are logged accurately and liaise with the Human Resources department in relation to payroll queries in a timely manner. Ensure that service level is maintained and impacts are managed effectively when making team decisions - including authorization of training requests, team briefings, and absence. Mentoring and developing agents and Team Managers you will take a very proactive approach to coaching and up skilling your team. Ensure that team members are fully briefed on new information within agreed time scales. Client relationship management. You will have a full understanding of the Partner's needs and how their business work and systems used. Working as part of a team you will effectively resolve problems, customer issues, and escalations in order to ensure that client service level agreements are met. Ensure clear and accurate communication is cascaded throughout the operational team and that good communication links are established with all colleagues and the partner. Implement and maintain departmental processes to meet customer demands and to improve the quality of service provided. Fully understand the requirements of the Customer base in order to communicate and provide advice and assistance, as well as technical support to team members on new services, ongoing issues and build successful customer relationships. Manage escalations effectively and take ownership for resolving problems. Responsibility for ensuring that the Partner's security requirements, policies and procedures are complied with. Skills, experience, qualifications and attributes required: Proven leadership skills with the ability to lead, motivate and develop a team of player suppprt agents. Excellent team player you will have proven experience at working within large and small groups with a direct line reporting structure to Management. You will have the ability to facilitate the personal and professional development of your team by giving them constructive feedback. Excellent communication and influencing skills with the ability to plan, prioritise and allocate work to achieve and exceed agreed SLA's. Effective communication and negotiation skills a priority, you will have a track record of exceeding targets and demonstrated ability to motivate and communicate with others to achieve results. Experienced at delivering high quality results you will be experienced at Implementing "best practice" customer service, detailed reporting and analytical skills. 3 years experience in a similar role. Internal Candidates 1 years management experience in a similar environment is essential. 9 month minimum tenure in current role - for internal applications. Manager sign off is essential - for internal applications. Competencies: Verbal and written communication skills. Listening skills. Problem analysis & ability to problem solve. Strong customer service orientation. Ability to multi task and highly organised. Attention to detail. Adaptability. Respect for Equality and Diversity. Commercial and business acumen. Customer focus with excellent communication skills. A ethic of Teamwork with Coaching & Mentoring skills. Problem solving and Decision Making abilities. Openness and resilience to Change. Proven record of Leadership & Motivating teams. This job originally appeared on RecruitIreland.com.

2488 days ago