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SUPPORT OPERATIONS SPECIALIST
Company:HARRY WALSH ASSOCIATES LTD |
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Job Reference Number |
14571522 |
Client ID: |
RI/AMCSTA1012 |
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Posted On: |
Feb 21 2012 |
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Location: |
CORK |
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Job Type: |
Permanent |
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Salary: |
DOE |
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Benefits: |
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Reporting directly to the Global Support & Ops Manager the successful person will work closely with 'support management' to understand current customer facing challenges and to promote improvements in this area.
The Support Operations Specialist is responsible for managing the day-to-day operations of the Company’s Support Contact Centres in the EMEA region and leading the support team to ensure that the company are providing outstanding service to, and building strong relationships with, our most valued customers, exceeding our clients’ expectations with regard to servicing, and meeting business and quality goals.
Experience / Education
- Bi-lingual in English & Other European/MEA Languages highly preferred
- BS/BA degree or equivalent experience and a minimum of 5 years of experience in a call center support & customer service oriented
- Must have hands-on experience and working knowledge of call/e-mail and chat session quality control in a customer interaction environment and the ability to identify and translate process or system issues into proactive problem solving action steps.
- Superior written and verbal communication skills;
- Must have excellent Statistical, analytical, organizational, prioritization and ability to multi-task and work under dynamic conditions and constraints.
- Proficiency with Microsoft Office applications particularly MS Excel & PowerPoint is required.
- Six Sigma Certification highly preferred.
