Detalhes da oferta
Adecco Human Resources is currently searcing and hiring, through it's Shared Service Center Recruitment team, candidates fluent in German for a role of Associate Team Manage for a renowned IT service and Consulting company in Parque das Nações, Lisboa.Funções
• Acting as the operational leader of 15-20 Technical Support Back Office agents, and ensuring the highest quality of operational technical support and email queue times possible;• Proactively monitor metrics and health indicators to refine operational activities and ensure that Key Performance Indicators, SLAs, and other operational standards exceed customer expectations;
• Proactively providing feedback to team members with regards to: overall performance, attendance and leave requests, and successful adherence to company policy;
• Monitoring and adjusting staffing levels to ensure maximum efficiency and adherence to Key Performance Indicators and service levels, as negotiated per client contracts;
• Acting as a Point of Contact for client escalations and high priority service issues, ensuring
expert level service.
Requisitos
• German Proficiency (C2 Level);• English Proficiency (B2);
• A Bachelor’s Degree in any field;
• A minimum of 3-5 years of work experience in a client facing role, preferably with managing a technically relevant team or possessing scheduling experience;
• A working knowledge of both technical service support platforms (such as Technical Exchange operations) and customer ticketing systems (such as Service Edge, the Siebel platform and KANA);
• Strong proficiency with the entire Microsoft Office Suite;
• Experience in leading training initiatives for a customer facing team, enforcing KPIs and establish operational goals.
Oferta
• Permanent contract;• Competitive salary;
• Private health and life insurance from day one in the company;
• Working hours: Monday to Friday (day shifts);
• Hybrid.
| Distrito | Lisboa | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Local | Lisboa | ||||||||
| Sector de actividade | TI, Telecomunicações e Comunicação | ||||||||
| Tipo de contrato | Full-time | ||||||||
| Tipo de oferta | Emprego | ||||||||
| Contactos |
Adecco Recursos Humanos, E.T.T., Lda.
Edifício Mar Vermelho Av. D. João II, Lote 1.06.2.5 B, 9.º Piso, Parque das Nações 1990-095 Lisboa Portugal
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