Resource Controller - Dublin

Ref. no.: RM-RH-1

Tags: Customer service resource management

Location(s): Dublin City Centre Dublin West Kildare

Salary range (€): 20000 - 30000

Additional benefits:

Minimum experience required: 2 - 3 Years

Employment type: Contract

Minimum qualification: Third Level Certification

Contact person: Strategic Accounts

Contact e-mail: strategicaccounts@manpower.ie

Job description:

World leading technology company is on the look for a resource coordinator to be based in there world class facility based in West Dublin

The point of the role is to manage all outsource queues ensuring all calls are managed and Service Level Agreement's (SLA) met.

Responsibilities:

• Monitor various queues in ticket management system
• Ensure all SLA's are met
• Log tickets as requested
• Ensure calls are transferred to correct vendor queues
• Recognise when a call needs to engage 2nd/3rd level support
• Provide monthly/weekly customer reports to customers and SDM
• Provide ad hoc reports to SDM and customer when required
• Chair daily morning ops meetings
• Take ownership for lower level escalations and drive to resolution
• Be fully aware of client's special agreements and exceptions to the rule
• Adhere to local processes & identify process improvements
• Understand clients supported products
• Understand clients critical business customers
• Understand clients support offerings
• Establish & Maintain productive customer relationships and represent the client at all times

Key Profile

• Professional, with excellent communication skills and customer interaction abilities
• Deal with customers in a calm, professional and friendly manner
• Understands the value of and follow the appropriate Process and Procedures
• Unquestionably flexible and present a value-add performance
• Ability to quickly adapt and learn
• Excellent time management skills, ability to plan, prioritise and work to deadlines essential
• Excellent interpersonal skills
• Leaving certificate standard
• 4 years business experience in a customer services environment

Technical requirements:

• Proficient knowledge of MS Office suite
• Proficient knowledge of MS Outlook and MS Excel
• Understanding of Client/Server technologies
• Understanding of networking technologies
• Understanding of networking software
• Basic hardware knowledge

This is an excellent opportunity for the successful candidate to join an innovating multinational on an 8 month contract and gain unrivaled training and exposure to a world leading company.

To apply for this position in strict confidence submit your CV to the email address provided or call Robert on 01-6455232 for a private conversation about your options.