PCI Support Team Lead

2 tygodni temu


Warszawa, Mazovia, Polska VikingCloud Pełny etat

About VikingCloud

VikingCloud is a global leader in end-to-end security and compliance solutions.

Job Summary

We are seeking a French-speaking PCI Support Analyst to join our team and provide Security and/or Compliance support via multiple customer engagement channels.

Job Responsibilities

Key responsibilities include:

  • Monitoring chat & e-mail workload and handling chats & e-mails in a timely manner
  • Responding to agent's questions and partners' queries in a timely manner
  • Escalating phone system issues to the manager and WFM team
  • Reporting merchants / clients' issues to the manager
  • Listening to agent's calls daily and handling escalation calls daily
  • Resolving complaints daily and creating reports
  • Overseeing quality results by location and by client

Additional Responsibilities

Additional responsibilities include:

  • Maintaining relationship with other teams in the company
  • Fixing daily issues and looking for areas to improve

People Leader Responsibilities

As a people leader, key responsibilities include:

  • Campaigning, developing and motivating the team
  • Conducting 1 to 1 meeting with direct employees on a regular basis
  • Checking work time of the team in designated system and approving timecards of direct employees
  • New agents onboarding after training
  • Processing leaves requests of direct employees
  • Processing voluntary terminations of direct reports

Requirements

Key requirements include:

  • Proven ability to organize and manage personal and team workload to meet targets and deadlines
  • Effective written and verbal communication skills in a variety of scenarios
  • Results-orientated with the ability to think creatively and laterally
  • Establishing effective working relationships at different levels
  • Effective use of Microsoft Office
  • Analyzing data, problem solving and making decisions confidently

VikingCloud is an equal opportunities employer

Copyright 2023 VikingCloud, inc. Or its affiliates. Strictly confidential


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