team leader with german, poznań

posted
location
poznań, wielkopolskie
job type
permanent
apply now

job details

posted
poznań, wielkopolskie
vacancies
1
experience
12-24 miesiące

job type
permanent
job category
Customer Service & Call Center
contract type
umowa o pracę
job time type
pełen etat
job system
podstawowy

contact

natalia lachowicz+48 609537703
reference number
/78/12/2018/NL - 55516
apply now

job description

For our client, Europe’s leading independent provider of IT infrastructure services, we are currently looking for experienced, innovative and passionate people, interested in the position of back office incident analyst. Come and help us create new brand in Poznan! Apply! 

what we offer

  • attractive salary
  • package of benefits (including private medical care, sports card)
  • additionally 1 day of holiday
  • contract of employment
  • work in the center of Poznan

your tasks

  • manage templates changes on regular& ad hoc basis
  • priority management of all incoming volume
  • incident backlog management & distribution
  • maximize the efficiency of the daily resources
  • review proactively the coverage of every interval in order anticipate, communicate and solve any gap which may affect to SLA’s targets
  • detect any deviation between forecast and actual to prevent the impact
  • identify and escalate any anomaly or system failure
  • administrate the SLA targets by using / moving the available resources to manage the different contacts at the appropriate moment
  • establish the management thresholds (talk time, break time, productive codes, etc..) to know when an action is required
  • perform and distribute the agreed reports

what we expect

  • professional approach
  • excellent organizational skills
  • excellent time management kills
  • organised & able to work in pressured environment
  • good understanding of SLAs and how to manage them
  • ability to work independently & proactively
  • flexible & adaptable
  • details focussed & results driven
  • excel knowledge
  • open to changes
  • excellent communication skills
  • very good knowledge of German and English (written and spoken)


Employment Agency - registry number 47