Sola Consulting – Bad Homburg

Position Purpose:

– Organisation of the team and the workload incl. workflow optimisation and shift scheduling

– Coaching, development and management of assigned staff and appropriate review

– Manage escalations and ensuring the reporting

– Recruitment of new employees along with the human resources department

– Incident management (incident classification, prioritisation & escalation management)

– Subject to workload you will be assisting as an Incident manager with service orders via phone, e-mail, fax, Internet or through monitoring, provide service contracts to the competent authorities suppression and document the service requests in the CRM system

Position Requirements:

– A successfully completed commercial or other relevant training, good basic business skills and/or networking skills

– At least 4 years relevant work experience in a call center or shared service center

– Initial management experience and a highly distinctive leadership

– Structured approach and organizational skills

– Experience in managing Service Processes with a possible ITIL knowledge

– Have a proven track record of delivering results

other needs:

– Very good verbal and written communication skills in English and German, other knowledge of a European language is desirable

– shift-work on a 24/7-basis.

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