Senior Cybersecurity Operations Manager

2 tygodni temu

Warszawa, Mazovia, Polska VikingCloud Pełny etat

At VikingCloud, we're seeking a highly skilled Senior Cybersecurity Operations Manager to lead our PCI Support Team.

Company Overview:

VikingCloud is a global leader in security and compliance solutions, delivering cutting-edge solutions to secure networks, maintain compliance, and complete assurance testing and assessments. Our team of experts provides end-to-end security and compliance expertise to businesses worldwide.

Job Description:

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

The ideal candidate will have proven ability to organise and manage personal and team workload to meet targets and deadlines, effective written and verbal communication skills, results-orientated with the ability to think creatively and laterally, and able to evidence establishing effective working relationships at different levels.

Responsibilities:

  • Monitoring chat & e-mail workload and making sure chats & e-mails are handled properly in a timely manner
  • Responding to agent's questions 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
  • Handling escalation calls daily
  • Resolving complaints daily
  • Creating reports – regular and per request
  • Updating monthly decks
  • Oversighting quality results by location and by client
  • Updating merchant data in the portal

Additional Responsibilities:

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

People Leader Responsibilities:

  • Coaching, 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
  • Other direct employee's lifecycle management
  • Direct employee's incentives calculation according to procedures

Salary: The estimated salary for this role is between $90,000 - $110,000 per year, depending on experience and qualifications.

Requirements:

  • Proven ability to organize and manage personal and team workload to meet targets and deadlines
  • Demonstrate effective written and verbal communication skills in a variety of scenarios
  • Results-orientated with the ability to think creatively and laterally
  • Able to evidence establishing effective working relationships at different levels
  • Able to demonstrate the ability to effectively use Microsoft Office
  • Able to analyze data, problem solve and make decisions confidently
  • Demonstrates a high level of effective task completion
  • Demonstrates the ability to work as part of a management team
  • Demonstrates ability to manage regular change
  • Excellent time management and manage projects through to completion
  • Effective organization and prioritization skills
  • Ability to be self-motivated
  • Confident in coaching techniques, can support and mentor others in this area
  • Ability to adapt to change

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