Service Desk Lead/ Team Leader

Nivel cariera

Middle (2-5 ani), Senior (5-10 ani)

Limbi vorbite

engleză

Adresa/adresele jobului

Salariu aproximativ brut oferit / luna in euro

100 €

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ROLES AND RESPONSIBILITIES:

  • Will be responsible for end to end team management 
  • Will be involved in resource / volume ramp-up plan/ backfilling resources planned for rotation and resignation cases
  • Tracking Performance of individual resources within the team
  • Participate / Present Service Desk performance in client and internal reviews
  • Take spot decisions on extending shifts of the current team to meet fluctuation in call volumes
  • Monitoring queues to ensure SLA adherence
  • Ensuring customer satisfaction is met while ensuring adherence to process compliance
  • Handle customer / end-user escalations calls on technical issues
  • Functioning as SME and solving technical problems/incidents reported at the process level by following the specific steps and by being compliant with all the communicated parameters and specifications
  • Sox Audits , daily/weekly/quarterly reports
  • DSAT Analysis , RCA for escalations to be presented on a weekly basis to customer as per the existing process
  • Ticket and Call audits , work with QA on improvement plan periodically
  • Identifying automation, service improvement opportunities and work with relevant stakeholders for implementation

Benefits:

•ortunity to work in a young and dynamic environment;

•Relocation and accommodation package if needed;

•Attractive benefits package;

•Lunch tickets;

•Fitness deduction;

•Health insurance;

•ortunity to develop and learn constantly;

•Access to internal training (job related and soft skills training)

•A manager who cares about team development. If your ambition is to grow within the team, youwill have an opportunity to progress

•Do you want more? We will talk about what is important to you!

 

 

Below is the link to know more about the company.

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