James Foster

Experience

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  Glass Robot Studios

  Aug 2013 - Aug 2013

  Work Placement

  Game / Level Design

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  Task Community Care

  Aug 2014 - Sept 2017

  Call Centre Co-ordinator / Equipment Programmer

  Handling Emergency Assistance Calls As a call center administrator, I work day and night shifts, in a busy monitoring station. Dealing with all aspects of calls from false alarms to medical and domestic assistance, requiring Doctors, or Ambulance assistance, Garda or Fire service intervention. Office administration.This requires the preparation of statistical reports using excel/crystal and various other in house systems. These reports are used for Management Statistics, Order processing and invoicing. I am also required to complete Data Input of client and equipment information.)Troubleshooting Hotline AdministratorAs a troubleshooting Administrator I handle all calls from clients experiencing issues with their Carelink Alarms and peripherals. Using our technical manuals or by remotely dialing into the clients equipment this allows me to repair, re-programmed or organize replacements for faulty units.) Show less

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  Convergys

  Sept 2017 - Feb 2019

  Handling inbound and outbound calls, diagnosing and troubleshooting customer faults, as well as billing queries. Acting Team Lead, supporting OM centre with personalised coaching to ensure all customer issues were dealt with in accordance with contractual SLAs. Responsibilities:Provide first class support within a busy call centre environment to customers via telephoneAchieve and maintain call handling and quality based statisticsTrack and document information regarding customers and their queries in call tracking databaseContribute to overall team performance, including support and assistance of other team membersPromote additional client services as required. Show less

  • Team Leader Trainee

    Jan 2019 - Feb 2019

  • Technical Support Associate

    Sept 2017 - Feb 2019
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  Concentrix

  Jan 2019 - Mar 2025

  Team Leader Operations.

  I manage an internal PSO Escalations team for one of the leading social media platforms. guiding my team to offer the best service and solutions for our client’s consumers to allow them to promote their business/products across all platforms offered, whilst meeting my client’s KPIs.Supporting and Developing my agents to offer the best service and solutions for our client’s consumers to allow them to promote their business/products across all platforms offered, whilst meeting my client’s KPIs.The Team Leader Operations is responsible for the day-to-day supervision of a group of 20+ call centre associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability. Identify performance-related issues, develop an action plan for improvement, and implement corrective action. Day-to-day tasks include attendance monitoring, Coaching, Client service level agreement (SLA), and Ensuring Key Performance Indicator (‘KPIs’) expectations are met. Show less

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  TikTok

  Mar 2025 - now

  Search Account and Safety Evaluations Team Lead EMEA

  The Search and Account Safety Operations team will assume a critical role in ensuring the seamless operation of TikTok's search and account domains, implementing operational processes, and overseeing day-to-day activities. By proactively addressing safety concerns and enhancing operational efficiency, the team will significantly contribute to TikTok's mission of providing a safe, smooth, and enjoyable search experience for users worldwide.