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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