Contact Centre Operations Team Lead - Chase UK at JPMorgan Chase & Co

As a Contact Centre Operations Support Engineer Team Lead at JPMorgan Chase within the International Consumer Bank, you will play a crucial role in this initiative, dedicated to delivering an outstanding banking experience to our customers. You will work in a collaborative environment as part of a diverse, inclusive, and geographically distributed team. We are seeking individuals with a curious mindset and a keen interest in new technology. Our engineers are naturally solution-oriented and possess an interest in the financial sector and focus on addressing our customer needs. We work in teams focused on our customer service experience.

Job Responsibilities

• Provide on-site technical support to Contact Centre agents in Edinburgh and mainland Europe
• Perform testing and evaluation of new technology including Thin Clients, audio equipment and Virtual Desktops
• Monitoring and testing VDI image changes and new rollouts 
• Collaborate with JPMorganChase networking teams to ensure firewall configurations are correctly maintained
• Support Contact Centre vendor onboardings including technology setup, training and documentation of operational procedures
• Acting as a bridge between the Contact Centre and Engineering
• Keep an eye on performance, making sure we use the right approach to identify and solve problems.
• Act as a mentor to more junior engineers and lead by example
• Manage the allocation of support engineers ensuring they are deployed efficiently
• Act as an interface into Engineering leadership, providing updates and reporting to drive future improvements

Required qualifications, skills, and capabilities

Foundational knowledge in the following technologies:

• Windows Systems
• Browsers (Chrome / Edge / Firefox)
• Networking (DNS, DHCP, TCP/IP)
• Basic Cloud awareness (AWS / GCP / Azure)
• Able to demonstrate a logical approach to troubleshooting
• Tenacity and a curious nature
• Excellent written and verbal communication skills in English
• Experience in managing/mentoring junior engineers
• Preferred qualifications, skills, and capabilities
• Experience in working in a highly regulated environment / industry
• Previous experience working in a Contact Centre / Customer Service environment