PCI Support Team Lead
2 tygodni temu
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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