Job Responsibilities
* 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.
Qualifications
* 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.
* 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
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.
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