Description
Location: Dublin
Salary: €35,000 - €40,000 euro per annum
Contract Type: 12 Months
Start Date: As Soon As Possible
MOBILE SUPPORT TEAM LEADER
Our client a leading Telecommunications organisation is seeking a Mobile Support Team Leader to join their team Based in Dublin City.
The Mobile Support Team Leader will have the objective of establishing a multi-role, multi-skilled team to incubate the support model required for the launch of mobile offerings to the corporate market. The Mobile Support Team Leader will also have the objective of planning and executing the transition from incubation to business as usual (BAU).
PLEASE NOTE: Candidates must have full working rights in Ireland ie (a current Stamp 4 Visa or a EU Passport to be eligible to work in Ireland) to be considered for this role
Mobile Support Team Leader KEY Responsibilities:
- Set objectives for the Mobile Support Team and define measurable KPIs.
- Report against objectives on a regular basis to the Head of the Customer Response Centre.
- Manage the Mobile Support Team to meet objectives:
- Agree objectives with individual team members and monitor performance.
- Provide mentoring to help achieve objectives.
- Deal with any underperformance.
- Ensure adequate training of tem members.
- Act as an escalation point for the team.
- Continuously improve operational processes through application of lessons learnt and by encouraging feedback and innovation from within the Mobile Support Team.
- Represent the Assure and Service Organisation by providing specific mobile expertise to bids.
- Work with the Director of Assure & Service and their Senior Management Team to design an end state support model.
- Plan and execute transition to the end state support model.
- Embrace the brand values of the proposition and instil same into their team.
- Be a source of Mobile expertise for their peers within Assure and Service to call upon.
- Strive to create a customer journey that is best in class.
- Champion the adoption of ITIL and assist in achieving ISO 20000 certification
- Build relationships with key stakeholders in other areas, for example Sales and Group Technology.
- Maximise the utilisation of their team across bids, commissioning, in-life management and technical support.
Mobile Support Team Leader ESSENTIAL Requirements/Skills:
- Minimum 5 years experience in Mobile industry, preferably customer care in a corporate environment.
- Minimum 2 years experience in managing medium size teams (6+ staff).
- Mobile expertise - good understanding of Mobile networks architecture, detailed knowledge of devices especially Smart Phones, awareness of regulatory requirements.
- Networking - experience of other access technologies, for example broadband, WiFi, fixed line desirable.
- Previous experience with ITIL and or ISO 20000 desirable