We are currently looking for an experienced Team Lead to manage our Community Operations Team working onsite on one of the largest Social Media companies in the world.
This individual will play an integral part in leading a dynamic and highly skilled team of operations analysts to ensure that best practices are in place to provide high-quality support to our users at scale.
The main responsibilities of the role are:
Oversee and manage day-to-day large diverse teams, broad functions and projects with multiple areas of focus within Community Operations.
Work as the point of contact for all HR/People-related issues for the CPL team.
Provide mentorship, guidance and career development to members of your team
Managing all onboarding paperwork for access/permissions/provisioning etc.
Work with the team trainer to confirm the onboarding training plan, including IT orientation.
Ensuring escalation channels have been provided for all queues and content types & flagging to Community Operation management any gaps in the escalation process
Ensuring that the SLAs for timeliness, accuracy and quality are met.
Play a critical role in building, training and managing a high performing Community Operations team
Interface effectively with other teams
Essential competencies and experience:
2+ years’ experience in coaching/mentoring in a Contact Centre environment. Experience in service level management is essential.
A diploma in business or IT would be a plus.
Experience successfully delivering performance metrics.
Ability to identify and solve problems.
Ability to adapt to a changing environment.
The ideal candidate shall perform all Services described here in a professional manner to the client satisfaction. Providing written reports to Senior Lead, as and when requested by the client, documenting the achievement of the Services.
Location: Dublin - Sandyford (D18)
Working hours: Day shift - 9:00am – 5:30pm. (business flexibility required)
Are you the right person for this role? Send your CV to email@example.com