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Title:                   Customer Support Team Lead 

Division:             Operations 

Location:            Dun Laoghaire                         

Reports to:         Operations Manager

Term:                  Permanent, Full-time

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EVO Payments International is an exciting and growing company that is dedicated to providing innovative products, outstanding service and security to its customers.  We are located throughout the United States, Canada, Mexico, China and Europe.  We can process in over 130 currencies in over 50 markets worldwide. On behalf of our customers, we process billions of dollars annually.

EVO plays an important role in the everyday life of millions of people. For our customers and their customers, we are the link between the parties involved in almost any type of payment transaction.  We ensure that any payment is secure and properly applied and settled for each transaction.  EVO offers end to end support from installing the point of sale device to enable secure electronic payments at a merchant, providing software solutions to enable ecommerce and then troubleshooting and resolving issues that may occur from time to time for our customers.

In conducting our business, EVO is committed to creating an exciting, diverse and collaborative work environment for our employees. We know our success is the direct result of the talent, dedication, and energy of all our employees. In order to achieve this success, we share a common set of values that guides our behaviour at work each day.

We are currently recruiting a Customer Support Team Lead to join our expanding team within BOIPA, Dun Laoghaire, Co Dublin.

Responsibilities of the Role:

  • Managing and developing a team within a fast paced environment
  • Work with the Operations Manager to define strategy for the team to deliver on all agreed KPIs
  • Ability to maintain a balanced scorecard across a multitude of KPI’s
  • Motivating, guiding and supporting agents to deliver quality customer service
  • Oversee the day-to-day running of the team including conducting regular team meetings, monthly reviews and 1-2-1s, performance management and call/email quality monitoring
  • Identifying training and coaching needs
  • Promote an enthusiastic and collaborative atmosphere within the team, increasing motivation and results
  • Having input and managing team based incentives to aid performance
  • Ensuring support and training for all staff meets requirements
  • Acts as a point of referral for complex and escalated queries
  • Communicate and influence cross functionally with all levels of management
  • Identify areas for improvement and implement changes to meet strategic needs
  • Administrative duties

Knowledge and Experience

  • Competencies
    • Will be flexible, enthusiastic and motivated
    • Enjoys fast paced changing environment
    • Customer Focused
    • Persuasive
    • Approachable with excellent communication and rapport building skills
    • Exceptional customer service skills with the ability to manage professional relationships
    • Highly organized with excellent attention to detail
    • Resilient and receptive to change
    • Technically minded and able to work across multiple systems.
    • High standard of written and verbal English.

    Requirements

    • 2-3 years of experience in a similar role or
    • 2-3 years in acquiring industry desired.

     

Apply Now

Inclusion

EVO aims to operate an inclusive recruitment processRegardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you.

 

Pre-Employment Screening

Attracting and selecting the best talent is key to EVO’s growth as a successful global organisation. As part of our selection process candidates can expect a number of stages that they will be guided through by our recruiters when they are successful in being shortlisted.  When a formal offer is made we will ask you to complete our pre-employment screening, which is essential for everyone joining EVO.  You will be guided through the pre-screening with our Partner HireRight. Some variations apply across geographies but typically we are looking for your right to work in the location  you are applying for, proof of residency, credit history and any unspent convictions. Any information that comes to light is treated confidentially and addressed on an individual basis.