Cache of job #13928715

Job Title

Director Of Support

Employer

CPL

Location

Galway

Description

I am Recruiting a Director of Support for my client in Galway. This is a fantastic opportunity for suitable candidates. If interested please forward your cv to vina,horgan@cpl.ie. Director of Support, EMEA. Be part of something! New entrant to the Galway market. Join a dynamic, fast-paced company. Bring your Strong Leadership and Management skills to a fast moving growth environment! As the Support Leader, EMEA, you will: Provide leadership to teams within the EMEA support environment. Work with regional counterparts from other support teams to drive a globally consistent approach to customer support. Ensure that day-to-day, week-to-week support operations are running smoothly. If KPIs are not being achieved, implement clear plans to meet them in the near future. Work with internal SiteMinder teams to ensure that feedback from customers is communicated to the necessary team. Ensure all support teams are appropriately staffed and trained in order to meet SLAs. What you bring: Leadership - +5 Years Overall Experience with Management / Support Management is Essential. Would be an advantage to have experience of leading a team of managers in a support environment/ contact centre management ensuring strong team culture and success. Collaboration - Previous experience working across different european or global locations across multiple departments including Marketing, Customer Onboarding and Sales. Passionate and Motivating - Exhibits passion and excitement with a "can-do" attitude. Displays the willingness to work hard to get the job done while motivating the Support teams to meet and exceed monthly, quarterly and annual KPI's to achieve the region's overall support goals. Performance Management - On-going Monitoring of the team's performance, ensuring that all team members are receiving regular reviews, coaching and feedback while encouraging those that are not achieving and where necessary performance management of underperforming employees. Metric focused - Focus on Achieving Business goals, Forecasting and Reporting. Provide a summary of key metrics to the Managing Director EMEA and VP of Global Support. Coaching- Train, develop and mentor each individual support professional and support managers with the goal of achieving set KPI's. Strategic focus - Future Planning - Roll-up of the support performance and forecast to the Managing Director EMEA and VP of Global Support. Process Driven - Adopt the relevant processes, procedures and policies of the Support Team to ensure a consistently high level of service; be able to identify shortfalls and process improvement where needed. A thorough understanding of the scope of services delivered by SiteMinders Support teams. A high level of customer focus and a passion for providing great service. Experience in stakeholder management and expectation setting. Problem solving abilities - you can find creative ways to reach solutions to service challenges. A demonstrated dedication to the SiteMinder values. Essential Attributes. Approach everything that is thrown at you with gusto, energy, and dedication. Unquestionable work ethic, with willingness to travel and work extended hours when needed. Can smile and laugh whilst working under pressure, and juggling multiple things at once. Awesome communicator, who loves regular open, transparent communication. Passionate about helping others to strengthen and develop their skills; dedicated to seeing the success of their team members. Bundles of energy and the ability to inspire your team to perform to a high standard! This job originally appeared on RecruitIreland.com.

Date Added

2055 days ago

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