Duty Manager

Location
Galway
Salary
Negotiable
Posted
09 Aug 2017
Closes
16 Aug 2017
Ref
MPSAP182
Contact
Cathy O'Neill
Sector
IT
Job Type
Contract
Hours
Full-time
Manpower have an exciting opportunity on site with our client, SAP; we are seeking a Duty Manager for their Customer Interaction Centre on their Galway site. Please note, this is a temporary contract role for which you would be employed by Manpower and working on behalf of our client; SAP.


Do you demand the best from your professional career? Are you inspired by excellence? At
SAP, you will have the power to make a real impact. As the global market leader for business software, SAP helps companies and organizations in more than 25 industries to run better.
The Duty Manager will support the day to day activities for Cloud Product Support. The ideal candidate will be technically minded with analytical skills, self-motivated, and possess the ability to multitask while remaining calm under pressure in a fast-paced support environment.


EXPECTATIONS AND TASKS

*Dispatch/Assign cases to support agents and support queues in accordance with 24x7 Support framework and its processes, adhering to pre-defined Customer SLA's, with awareness of resource availability.
*Responsibility for monitoring case-queues for various products, with varying priorities, to include special handling customers, platinum accounts or priority one scenarios e.g. system down.
*Ensure the compliance of pre-defined customer SLA's
*Route feedback on trends & clusters identified during dispatching activities.
*Provide daily, weekly and monthly reports to management on queues, trends and an overview of customer incidents and impact
*Provide near-real time feedback during post-upgrade monitoring for incidents impacting multiple customers or incidents directly connected with post-upgrade issues.
*Act as a safety net to ensure no cases remain unattended in a manner which impacts SLA commitments
*Co-ordinate with other Centre on Duty(s) to include other location's Duty Managers and Queue Managers, to ensure Centre on Duty handover and utilisation of resources for skills and capacity.
*Communicate with global teams in various time zones and shifts
*Point of contact for communication with their Centre of Duty location
*Point of contact for other stakeholders re. individual Incident processing queries
*Trigger/Receive call-for-assistance from colleagues in other location(s)
*Handle overload and unforeseen situations
*Provide feedback to management on process or resources issues

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
*Fluent English speaker
*Excellent written and verbal communication skills
*Strong team player
*Ability to multi-task and perform effectively under pressure, working virtually with internal teams and customers
*Comfortable interacting with all levels of management within our organization
*Enthusiasm, strong work ethic and a positive attitude
*Strong customer focus and commitment to excellent customer service
*Advanced proficiency in MS Excel essential.

If you are interested in this position, please email apply though this link or send an updated CV to cathy.watson@manpower.ie

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