Company Description: 

 

Westbourne IT Global Services is a transglobal organisation currently with Delivery Centres in Cork, Auckland, and Foster City. Our target market is a combination of Fortune 500 clients and high growth companies in the pharma, life sciences and IOT/manufacturing sectors. Our mission is to be a global leader in innovative IT customer support solutions that meet and exceed our business partner’s requirements. 

 

 

Requirements of the role:

 

•      Ensure the customer is at the core of what they do and work backwards, ensuring that it meets with all quality requirements

•      Be the key point of contact for our partner, attend partner meetings and work with the team to ensure we deliver to contracted requirements

•      Work as a strategic partner to evolve the account

•      Ensure team is right sized to deliver to the SLA’s required by our partner

•      Provide our Partner with any support they require to carry out their day to day business

•      Co-Ordinate team activities and workload and ensure work is carried out to comply with the standard required

•      Conduct 1-2-1’s with your direct reports on a monthly basis

•      Provide on call assistance as required

•      Manage any Non adherence to HR Policies and procedures which would include, absence, lateness and non-conformance to work duties

•      Keep abreast of key Technical developments within the industry and encourage reports to do the same.

•      Provide ideas and best practice sharing so we can improve the level of service to our clients customers

•      Be the escalation point for questions or escalations

 

•      Provide insight in to reports to our partner so they understand what is happening within the business and why

•      Provide support on the hiring process to ensure we hire the right people who will deliver for our partner

•      Provide weekly/monthly/quarterly reports as required and on time

•      Provide support for the interview process as required with the HR team

 

Knowledge/Skills/Ability:

 

•      7 years’ experience working in a Lead role with a BPO company.

•      IT qualification would be an advantage

•      Experience in driving the quality and customer satisfaction programs within an organisation.

•      Must be able to thrive in a fast paced and demanding environment

•      Strong communication, stakeholder management and influencing skills

•      Have worked in 24/7/365 environment working with multiple time zones

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