Description
6 months Contract - rolling - Outside IR35
Our client are a market leading Global Security Vendor who are expanding their EMEA Support Centre and looking for a proven Technical Support Centre Queue Lead who will be responsible for helping engineers manage their day and ensuring our clients customers are receiving support in a timely manner. In this role, you will coordinate the distribution of work tasks to TAC Engineers, monitors incoming call volumes and ensures even distribution among engineers based on workload, considers time sensitivity of requests to ensure customer satisfaction and respond to escalations and ensure proper resources are assigned.
Responsibilities
- Monitor queue and track inbound and outbound interactions while keeping technical support engineers and management aware of day to day volume
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about our clients products and services
- Manually assign cases when necessary
- Identify and escalate priority issues to the appropriate team
- Facilitate warm hand-offs or transfers between support partners
- Assign maintenance events to engineers based on skill set and service level
- Monitor long interactions to identify engineers who need technical assistance with issues
- Provide the initial response to sales escalations and ensure the case is being worked appropriately
- Keep track of attendance, daily statistics, paid time off, sick time, in WFM and adjust schedules when necessary
Your Experience
- Experience in Enterprise high technology Support Delivery and/or Support Quality role
- Consistent, disciplined, meticulous and observant
- Proven ability to develop effective, matrixed, cross-organizational relationships, collaborating and communicating across business and technology stakeholders and multiple geographies
- Experience in creating reports and communication for Senior Management audience in high pressure and time-critical situations