SERVICE DESK TEAM LEADER (Budapest)

SERVICE DESK TEAM LEADER (Budapest)
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Nemzetközi IT Outsourcing partnerünk részére keresünk munkatársat

SERVICE DESK TEAM LEADER

(16-0819) pozícióba.

Feladatok

  • For our office in Budapest, we are looking for a Team Leader to lead a group of multilingual Service Desk Agents.
  • The Team Leader will be responsible for focusing on quality of customer experience delivered by the team, improving and understanding the quality parameters. Will also be responsible for day-to-day management of the team, including maintaining staff motivation and satisfaction level, scheduling adherence of the team and improving performance.
  • Initiate and foster continuous improvement process (root cause/problem solving)
  • Prioritize, respond and maintain the compliant management process
  • Participate in new hire interviewing and the candidate selection process
  • Monitor and measure performance of the team and individuals and provide performance feedback, as required and laid down in the project guidelines
  • Prepare, maintain and communicate team scorecards, as per the project requirements
  • Maintain team communication, conduct team meetings and huddles to discuss on key updates/issues
  • Manage the floor bases on floor management guidelines and requirements
  • Inform line of management on potential attrition/absents in timely manner and plan for back fill staffing
  • Adherence to project requirements during Business Continuity situation
  • Ensure 100% compliance by self and team for all policies and procedures
  • Educate the team and management on project progress, performance and potential risks/issues
  • Ensure necessary technical and process related trainings and conducted by the SMEs in a timely manner, as appropriate
  • Prepare consolidated weekly/monthly reports
  • Quality management (prepare for audits and/or Operations Maturity standards)
  • Process documentation and knowledge base-maintenance

Elvárások

  • Fluency in English is a must
  • Fluency in one of the languages is an advantage: German, Italian, Spanish or French
  • 1-3 years of Leadership experience
  • 2-4 years of relevant work experience in Service Desk/Technical Support
  • University or College degree
  • Knowledge on service desk tools
  • Good understanding of client business
  • Good Analytical, coordination, communication and analytical skills are essential.
  • Being able to work under pressure

Amit kínálunk

  • A chance to be part of a rapidly expanding organization
  • Easy to access location and modern office building
  • Competitive salary and cafeteria benefits; sport allowance, medical benefits
  • Team events, Company events
  • Annual bonus for top performers and annual salary review

A munkavégzés helye

Budapest

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www.humanfield.hu

Budapest

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