EMEA Gold Business Support Supervisor - McAfee
Support the Tier 1 Manager(s) in the day to day leadership of the Tier 1 team. Ensure the smooth running of the team and provide a high level of support and direction to the team members.
Job Summary
- Ref:
- EL-840122
- Company:
- McAfee
- Location:
- HP198YD UK
- Date posted:
- 01/08/2011
- Job type:
- Permanent
- Salary Type:
- Yearly
- Salary Description:
- Excellent + Benefits
- Benefits:
- Not specified
Full Description
Description
The EMEA Gold Business Support Supervisor will Support the Tier 1 Manager(s) in the day to day leadership of the Tier 1 team. Ensure the smooth running of the team and provide a high level of support and direction to the team members. Duties include:
- Creation/Updating of Weekly Reports, including both team and individual performance records
- Managing the phone queues within Tier I - AVAYA
- Adherence to ASA - Team/Individual
- Adherence to AUX coding
- Customer Satisfaction Activities
- Interacting with customers - Feedback/Issue management
- Analysis and actions based on Customer Satisfaction feedback
- Ongoing coaching - 1:1
- Day to Day Team Leading
- Assignment of work within team (SP/Holiday/Illness/etc)
- Coverage planning for language teams
- Coaching
- Highlighting any coaching requirements to management/individuals for 1:1 and annual appraisal
- Taking necessary action on coaching requirements and record in tracker
- Case management
- Customer Satisfaction
- Time management
- Process management
- Quality Monitoring (IQA)
- New Starter Inductions/Training
- Assisting with management and project tasks, taking responsibility to complete tasks that have been delegated/assigned
- Creation/editing and review of processes and documentation within Gold Support
- Cover for the Tier 1 Manager in their absence
Experience
- A team player with experience of leading others (either formally or informally)
- Detailed awareness and understanding of KPIs and their impact
- Ability to work under pressure and on own initiative
- Excellent communication and interpersonal skills
- Experience of prioritising both personal and team workload
- Strong personal organisation and time-management skills
- Good Excel skills with a strong numerical ability, able to analyse and review statistics
- Extensive experience of working on a full time basis in a technical support environment
- Knowledge of a wide range of technologies, inc Windows, UNIX, SAP, WAN/LAN etc is highly desirable
- English + Other Language(s) (German, Spanish, French, Italian or Dutch)
Securing Your Digital World™ McAfee believes that amazing things can be accomplished by diverse teams of talented individuals. Share your talents with us in the dynamic security industry and experience the meaningful, interesting work that is
waiting for you.
The successful applicant will be subject to background checking. McAfee is an Equal Employment Opportunity employer. We celebrate diversity!
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