IDEAGEN PLC

Responsibility

• can, with limited to no supervision, identify up-stream and down-stream product suite problems and implement appropriate
• solutions before they become customer impacting
• identify key failures, drive continuous improvement and effectively prioritize projects and change across the Business Line
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• make the right adjustments between schedule, resources, and scope in order to deliver on customer experience and the overall support strategy
• identify and evaluate potential risks/obstacles with minimal direction from senior managers; determining appropriate corrective action
• collaborate with key stakeholders throughout the business at a variety of levels including Chiefs
• overseeing the Level 1, Level 2 and Level 3 Support function for a specific Business Line across multiple geographies and working locations; functioning as an escalation point for the Business Line
• track & monitor team KPIs as well as focusing on all aspects of quality assurance, coaching & mentoring
• recruit, train and resource to ensure success

Requirements

• demonstrable experience in Customer Contact or Technical Support functions
• evidence of “hands-on” leadership experience and a track record of successful customer and stakeholder management
• proven experience managing teams across different levels of expertise; motivating, developing and retaining a workforce
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• experience working with teams in multiple geographic locations and driving engagement within and across them
• A proactive approach to every day, thinking outside the box to solve complex issues & a willingness to learn new technologies/skills
• proven ability to meet/exceed team goals, objectives and drive engagement
• the ability to adapt your communication style and the delivery of concepts / conversations / challenges dependent on the audience
• excellent written and verbal communication skills and strong problem-solving skills

Earnings for position manager