We are seeking an experienced Team Lead to oversee our Community Operations Team on site at one of the world's largest Social Media companies.
This individual will play a crucial role in leading a dynamic and highly skilled team of operations analysts to ensure that best practices are implemented to provide high-quality support to our users at scale.
Position Overview:
The role is critical in leading a dynamic and highly skilled team of operations analysts, ensuring the implementation of best practices to provide high-quality support to our users at scale. This position requires a blend of skills in analyzing reporting, people management, and client management.
Key Responsibilities:
Managing day-to-day operations of large, diverse teams and broad functions.
Serving as the HR/People point of contact for the team.
Providing mentorship, guidance, and career development to team members.
Managing all onboarding paperwork and processes.
Ensuring SLAs for timeliness, accuracy, and quality are met.
Building, training, and managing a high-performing Community Operations team.
Effective interfacing with other teams.
Essential Competencies and Experience:
At least 1.5 years of experience in a Contact Centre environment with coaching/mentoring experience.
Experience in service level management.
A diploma in business or IT (preferred).
Strong problem-solving skills and adaptability to changing environments.
Details:
Location: Dublin - Sandyford (D18) - Onsite
Salary: DOE
Working Hours: Day shift (9:00 am – 5:30 pm) and Eve shift (5:30 pm - 2 am), with business flexibility required.