Team Leader

3 dni temu


Krakow, Polska HCL Poland Pełny etat

responsibilities :
Daily Management of shift & Job allocation to associates
Managing team handling CCC, Dispatch & Install Base management activities
CCC- Interacting with customers on phone, email or chat to capture customer issue, raise ticket on CRM application and assign to relevant teams.
Dispatch – Monitor open notifications/tickets and act accordingly, such as booking an engineer and ordering spare parts.
Install Base management – Managing accuracy of system reports by identifying and correcting wrong/missing information in SAP. Interacting with stakeholders to identify missing information.
Improving skill level through Self-development or nominating training programs Skill Reverification Tests
Meeting Quality Scores and bringing Innovation and Process Improvement
To consistently meet or exceed all agreed Productivity parameters and SLAs as defined for the process
Set clear objectives, define roles and responsibilities and ensure each team member aligns with the team’s vision.
Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.
Recognize and reward good performance, provide feedback and encourage professional development.
Ensure team compliance with company policies and procedures.
Support and guide team members to ensure they meet their individual targets and KPIs.
Generate reports on team performance and provide regular updates to senior management.
Stakeholder management
Prepare PPTs, Excel and other reports for client reviews and meetings

requirements-expected :
Excellent German and English Communication Skills – both written & verbal
Minimum of (2) two years of experience in a leadership or management role and 4 years overall.
Experience handling complaints.
Experience working and managing communications, with multiple cross-functional teams/stakeholders.
Having worked on SAP or similar CRM application
Graduate in any stream.
Ability to work under pressure and manage multiple tasks simultaneously.
Proficient in Microsoft Office (Excel & PowerPoint).
Knowledge of the industry’s best practices and trends for team management.
Situational/contextual awareness with the ability to understand the impacts of one’s work.
Excellent critical and analytical thinking abilities
High attention to detail, and high level of professionalism
Excellent analytical skills and strong decision-making skills committed to resolution and compliance
Strong organizational, time and workflow management skills
Strong leadership and organizational skills.

offered :
Life insurance
Private medical care
MultiSport Card
Subsidy for glasses
Subsidy to language courses
Christmas and holiday bonuses

benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
life insurance
retirement pension plan
extra social benefits
employee referral program
charity initiatives



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