Location: Dublin
About VikingCloud
Our VikingCloud team provides end-to-end security and compliance solutions to businesses all around the globe, delivering cutting-edge solutions to secure networks, maintain compliance, and complete assurance testing and assessments. Over 4 million businesses rely on our cybersecurity and compliance expertise – every day. We work with the world’s leading consumer brands, acquiring banks, payment processors and facilitators – helping them proactively manage ever-changing cyber threats and business risks. Our patented Asgard Platform™ processes over 6 billion security events daily, providing real-time intelligence access to an organization’s cyber risk landscape. Headquartered in Dublin, Ireland, with operations in the United States, India, Poland, the United Kingdom, and South Africa, we serve clients in more than 70 countries worldwide and employ over 1,000 people globally.
This position
Reports to the Director of VMS (Vulnerability Management Services).
VikingCloud is looking for a dynamic individual who can directly manage a team of associates to achieve competitive targets and implement a strong working environment. The individual should be highly motivated and thrive in a fast-paced environment.
Responsibilities
Direct supervisor of call-center agents located in the EMEA region of VikingCloud.
- Lead, manage and motivate a team of call-center agents to implement and meet agreed benchmarks
- Assist in managing daily customer support issues, and quality assurance queues
- Managing the agreed levels of calling activity to raise revenue throughout the team
- Ensure effective coaching, absence management, and performance reviews monthly
- Demonstration of clear and concise verbal and written communication
- Ability to adapt to changing environments
- Provide daily/weekly/monthly update reports to Director of VMS for review
- Responsible for representing the company in a professional manner
Qualifications
10 years of experience in customer service and/or IT-related fields.
- Strong people management skills
- Ability to think ‘outside the box’ / come up with creative solutions to complex problems.
- Ability to review team metrics and hold staff accountable in order to meet agreed metrics
- Relevant qualifications including (but not limited to) COMPTIA Security+, & ASV Professional (preferred)
- Intermediate-to-advanced knowledge of data and cyber security threats and attack methods.
- Intermediate networking knowledge, e.g., firewall, switches, routers, WAF, IPS, IDS, etc.
Competencies
- Excellent written and verbal communication skills in English and the ability to communicate technical problems in layman’s terms
- Excellent interpersonal skills both with team members, peers, and customers
- Technical investigation and problem-solving skills.
- Confident and articulate on the telephone
- Ability to remain calm under stressful situations.
- Ability to multi-task.
VikingCloud is an equal opportunities employer.
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