German Speaking Team and Quality Leader (SZJ-9372)

2019-05-09-Budapest-IT/Telekom
A munkáltatóról / About the company
Our Client is a multinational and prestigious company. To their continuously expanding team in Budapest we are looking for a German Speaking Team and Quality Leader
Pozíció részletezése / Position overview
What you’ll be doing:

Technical lead responsibilities:
– Ensure team training needs are addressed on time
– Consult and guide the SD Analysts with regards to particular tickets
– Handle escalations of particular tickets
– Run & analyse operational reports
– Attend operational telephone conferences/meetings
– Ticket analysis and reporting (quality, SLA compliance)
– Lead, supervise, coordinate and perform technical and customer trainings and update training materials
– Ensure process compliance
– Lead, supervise and coordinate the completion of quality check on calls and tickets, also the feedback to SD Agents

Team leadership activities:
– Prepare, maintain and publish on time the shift and holiday plan. Prepare on time the attendance sheets and payrol documentation
– Be able and ready to cover ”On Call” duty during weekends and OoO hours
– Act as a backup of Service Delivery Manager in case of absence, holiday, travel or is working in different shift
– Support the Service Delivery Manager with data/inputs for resource planning and shifting management (in line with: shift coverage, backlog handling, aged cases reduction, email availability, workload distribution, out of office workload planning)
– Gather input/data for Team Metrics and Quality control activities (daily, weekly, monthly)
– Monitoring and influencing compliance on account specific SLAs and KPIs
– Solving conflicts, issues reported by team members or escalating them on time to Service Delivery Manager
– Assist SDM in creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort
– Motivate and inspire team members

Knowledge Management:
– Learn and implement new technologies, tools, processes and policies if required (via reading/creating knowledge base articles & emails)
– Document and share best practices with other colleagues; facilitate knowledge transfer whenever needed
– Communicate process updates to the team members
– Provide process improvement ideas

What you need to have:

– At least 3 years experience in IT or 4 years in customer service, 1.5 – 2 years of people management experience
– Advanced knowledge of MS Office tools (Excel and PowerPoint)
– Advanced service management tool knowledge
– ITIL basic knowledge
– High level of flexibility
– Good presentation skills
– Good analytical, problem solving, result orientation and conflict handling skills
– Excellent organizing & planning skills
– Excellent time management skill
– Ability to motivate people
– Can work efficiently under pressure (time, workload)
– Able to multitask, keeping deadlines

Language skills:

– English and German on a fluent level is a must

What we offer:

– ITIL and Microsoft Certifications
– Domain specific and soft skill training
– Language courses on different levels
– Career development programs
– Specialization on specific IT fields
– Lateral movement possibility (rotation on same level, to different account)
– Vertical career progression (Project Leader and Managerial roles)

KAPCSOLAT

Cím: 1037 Budapest, Montevideo u. 16/B

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Telefonszám: +36-1-439-2940

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