Job Description
Job Title: Online Support ManagerCompany: Intel IrelandLocation: Limerick, Munster, IEJob Type: Full-TimeSeniority Level: Mid-to-Senior LevelYears of Experience: 8Overview:Intel Ireland is seeking an experienced Online Support Manager to lead and enhance our online customer service operations in Limerick. The ideal candidate will possess a deep understanding of online support systems and a passion for providing exceptional customer experiences. In this role, you will be responsible for managing a dedicated team of support professionals as well as ensuring the continuous improvement of processes and tools to streamline support and optimize customer satisfaction.Key Responsibilities:Team Leadership:Manage and mentor a team of online support specialists, fostering a culture of collaboration, high performance, and continuous improvement. Conduct regular performance evaluations and provide constructive feedback to team members to promote professional development.Process Improvement:Design, implement, and optimize online support processes, ensuring efficiency and effectiveness in resolving customer inquiries. Analyze support metrics and customer feedback to identify areas for improvement and implement necessary changes.Customer Experience:Ensure high-quality and timely support to customers via online channels including chat, email, and social media. Develop strategies to enhance customer engagement and satisfaction, addressing escalated issues with confidence and resourcefulness.Training and Development:Create and deliver training programs for staff on best practices and tools relevant to online customer support. Stay informed about industry trends and technologies, ensuring the team is well-equipped to handle current and emerging customer needs.Cross-Departmental Collaboration:Collaborate with product management, engineering, and other departments to communicate customer feedback and advocate for product improvements. Facilitate effective teamwork and communication channels within the support team and across the organization.Reporting and Analysis:Monitor key performance indicators (KPIs) related to online support and provide regular reports to senior management. Utilize data analysis to drive decision-making and support strategic planning initiatives.Technology Management:Oversee the utilization and integration of online support technologies, ensuring that tools are up-to-date and effectively supporting team operations. Work closely with IT and software vendors to troubleshoot and resolve technical issues related to online support systems.Requirements:Education: Bachelor's degree in business, communications, or a related field; a Master’s degree is a plus.Experience: Minimum of 8 years of experience in an online support or customer service role; prior team management experience is preferred.Technical Skills: Proficient in customer support software, CRM systems, and analytical tools; experience with AI and chatbots for customer service is a plus.Personality Traits:Confident: Ability to make decisions and lead a team in high-pressure situations.Resourceful: Quick-thinking and adept at identifying solutions to diverse challenges.Soft Skills:Strong time management skills, with a demonstrated ability to prioritize tasks effectively. Excellent teamwork and interpersonal skills, promoting a collaborative environment among team members.Benefits:Free food available in the workplaceGym membership to support health and fitnessLife insurance for added peace of mindFlexible work arrangements to promote work-life balance and enhance employee well-beingWorking Environment:Intel Ireland fosters a supportive working environment that promotes work-life balance and prioritizes employee well-being. We believe in the importance of maintaining a healthy integration between professional and personal life, providing resources to help our team members thrive.Deadline to Apply:Please submit your application by October 29, 2024.Equal Opportunity Statement:Intel Ireland is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, or disability status.How to apply:Apply on GrabJobs and you will be notified if shortlisted for the job. #J-18808-Ljbffr