Contact Centre Operations Team Lead - Chase UK
On-site · Edinburgh, Scotland, United Kingdom
Job Summary
Contact Centre Operations Team Lead for JPMorgan Chase UK/Europe responsible for on-site technical support to Contact Centre agents (Edinburgh and mainland Europe), testing and evaluating new technology (Thin Clients, audio equipment, Virtual Desktops), monitoring VDI image changes, coordinating firewall configurations with Networking, onboarding vendors, and mentoring junior engineers. Leads allocation of support engineers, acts as interface to Engineering leadership, and drives improvements. Requires Windows systems, networking, basic cloud (AWS/GCP/Azure), testing/problem-solving mindset, and strong English communication; prior mentoring experience and experience in regulated environments or Contact Centre settings are preferred.
Required Qualifications
- Foundational knowledge in Windows Systems
- Browsers (Chrome / Edge / Firefox)
- Networking (DNS, DHCP, TCP/IP)
- Basic Cloud awareness (AWS / GCP / Azure)
- Troubleshooting ability
- Tenacity and curiosity
- Excellent communication in English
- Experience mentoring junior engineers
- Experience in regulated environment / industry (preferred)
- Experience in Contact Centre / Customer Service environment (preferred)
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