German Speaking Service Desk Team Leader (PE -11403)

2022-12-02-Budapest-Ügyfélszolgálat
A munkáltatóról / About the company
For our office in Budapest, we are looking for a German Speaking Service Desk Team Leader to lead a group of 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.

Pozíció részletezése / Position overview
Responsibilities:

– Ensure effective Floor Management to handle call volumes as per KPIs
– Initiate and foster continuous improvement process (root cause/problem solving)
– Scheduling adherence of the team (shift schedule and leave management)
– Prioritize, respond and maintain the complaint management process
– Participate in new hire interviewing and the candidate selection process
– Responsible for the overall achievement of KPI performance by team
– 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
– Coordinate deputy responsibilities
– Maintain team communication, conduct team meetings and huddles to discuss on key updates/issues. Memo preparation in written (e-mail form) after each and every Team huddle
– 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
– Educate the team and management on project progress, performance and potential risks/issues
– Ensure necessary technical and process related trainings are conducted by the SMEs in a timely manner, as appropriate.
– Answer calls offered to service desk queue
– Communicate all process and client changes to direct reports within specific timeliness
– Modify Operations with approval of Operations Manager or above as needed to meet service level agreements
– Review the KPI of the site on the daily / weekly Operations Calls
– Monitor, identify and resolve performance/behaviour/attendance issues
– Prepare consolidated daily /weekly / monthly reports
– Administration (ensure proper HR related activities such as holiday planning/work documents, etc.)
– Be available for possible travel
– Active participation in strategic planning
– Participation on client visits and project related calls
– Presentation of Team performance/results towards the customers during weekly/monthly calls
– Execution of any other tasks given by the operations manager/service delivery manager related to above role

Scope of Responsibilities:

– Relationship building with support groups
– Maintain employee morale and team concept
– Adherence to Cognizant policies and procedures
– Ensure 100% compliance by self and team for all policies and procedures
– Maintain highest levels of motivation within team and responsible for retention

Required skills:

– Fluency (advanced proficiency) in German + English language is a must
– Motivation to acquire knowledge about various types of applications and business processes
– The candidate must be eager to learn and understand complex IT infrastructure and operation procedures
– Strong documentation skills
– Process-oriented mindset
– Excellent client-facing communication skills
– Collaboration skills to work along with multiple resolver groups
– Shift flexibility

What we offer:

– Chance to be part of a rapidly expanding organization
– Training and continuous learning and certification opportunities (we have the BEST and most professional TRAINING TEAM in our organization)
– Multilingual environment, native colleagues (50% of the team is a native speaker of their support language)
– Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies
– Flexible working hours with home office possibility
– Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute)
– Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
– Reimbursable language courses
– Team events and Company events (cool and youthful parties with team-games, cake-Friday, etc.)
– High value awards and recognitions, annual bonus for top performers, and annual salary review

KAPCSOLAT

Cím: 1134 Budapest, Dévai utca 19. VIII/811

E-mail cím: office@jobsgarden.hu

Mobil: +3670 399 9557

+3630 4450677
(English speaking contact)

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