Service Desk Team Leader
Getronics Global Service Centre Zrt.
Job Purpose:
The Service Desk Team Leader ensures that day-to-day activities align with contractual SLAs by overseeing the operational functions and workload distribution of the Service Desk team. Responsibilities include handling customer complaints, reviewing all GTN, customer, and 3rd party ticketing queues, coaching team members, and escalating issues when necessary. Additionally plans and schedules work, supervises the service desk staff to meet quality, productivity, and customer objectives, and conducts performance reviews to maintain high service standards.
Responsibilities:
- Organize the team`s day-to-day workload using queue- and jeopardy management dashboards
- Proactive monitoring of all customer SLAs
- Collate operational performance reporting on customer specifics and agent performance
- Ensure ad hoc statistical data is produced and reported to Team Managers to address customers concerns
- Liaise internally & externally to ensure any customer-escalated issues are resolved to their satisfaction
- Identify and act on opportunities to improve existing training, knowledge articles, processes & procedures. Implement changes as appropriate.
- Ensure the delivery of quality services in line with contractual obligations, thereby achieving high levels of customer satisfaction
- Act and follow up on relevant CSAT feedback within agreed timelines
- First point of contact for any operational support and guidance queries to service desk agents
- Supervises and is accountable for execution of training and coaching of service desk agents.
- Interview fresh staff
- Own and maintain required knowledge within the team
- Lead operational tasks by example
- Ensure compliance with all management systems for quality, environment, and information security for the dedicated area. Cooperates in process reviews, improvement projects and audits.
- Occasionally act as the backup of the Team Manager according to the business needs
- Plan and manage shift patterns in line with business & legal requirements, ensure work times are recorded in the attendance tracking system
- "Complaint management - maintain relationship with complaint management, analyse the complaint's root cause.
- Maintain the complaint mailbox and chat and assigning or processing the complaint tasks."
- Quality assurance - proactively and reactively collect and assure agents tickets on a weekly basis. Identify reoccurring knowledge or quality gaps
- People & Development management (+/- 20FTE's)
- Schedule and complete performance reviews with direct reports in line with the global Performance Management Process
- Review and report on the performance of the team
Requirements:
- Minimum 2 years’ experience in a similar role
- Advanced spoken and written German and English language skills.
- Experience in a (technical) operations service desk environment and or customer service experience
- Educated to high school diploma level.
- Strong people management and development skills
- Clear understanding of IT service management and operational support models
- Understanding and working knowledge of service desk tools and core management systems
- Excellent customer relationship and customer facing skills
- Experience in handling escalations
- Knowledgebase management
- Works well under pressure whilst multi-tasking
- Experience of remote working management (working from home)
Competencies:
Getronics Competencies
- Teamwork
- Communication
- Responsibility
- Initiative
- Focus on results
- Customer focus
Job Specific Competencies
- Organizational sensitivity
- Persuasion
- Attention to details
- Analytical capability
- Planning & Organization
- Interpersonal Sensitivity
