Team Leader

Pioneers
from
the
start. And
we're
still
at
it.

Global, culturally diverse, inclusive, and innovative - welcome to AMS, where talent is our world. Over the last two decades, AMS has redefined the landscape of talent outsourcing and consulting. From pioneering the concept of RPO to continually revolutionising how organisations approach talent acquisition, AMS stands as a world leader in the industry.

Committed, engaged, and inspired, we feel a real sense of belonging, and all have one thing in common: a real passion for talent. Become part of this world and make a difference with us.

The Role:

The main purpose of the Team Leader is to work with the rest of the Resourcing Technology team to provide efficient and flexible technical support to internal clients and across all internal technology platforms.

The Team Leader is the main point of contact for Coordinators, Specialist and Principal Specialist dealing with all queries relating to the support function, taking responsibility for the resolution of those queries to a satisfactory conclusion and dealing with escalation of issues. They will be responsible for managing the processes and operational effectiveness of the team.

Please note that this is hybrid role and it is required to work from AMS Kraków office min 1x week.

What you'll be doing:

• Operational responsibility for the day-to-day management of a team of Co-ordinators, Specialist and Principal Specialists, leading and monitoring the team's delivery of the best practice operating model and ensuring the highest level of customer experience (including tickets and queries dealt with in a timely manner and escalations managed correctly).
• Performance management of the team against individual and team SLA's, KPI's and Targets
• Be the first point of contact for any technical escalations within the team
• Verify any ticketing system reports as needed (Ageing tickets, last update, time in progress, ticket closure etc.)
• Completing daily, weekly, monthly and quarterly reports as required
• Review of the Operation Manuals and other process documentation; making updates on a need basis and making the team aware of this
• Build and maintain strong working relationships within the team, with Internal Technology, the wider AMS business and 3rd party vendors to ensure delivery against SLAs and a consistently high quality of service.
• Responsible for 1 to1's, performance reviews and development plans for the team
• Act as a subject matter expert and provide guidance as required around internal technology platforms
• Work on more complex tickets when needed and help the team to get onboarded to new clients.
• Join calls with vendors.

You'll need to demonstrate:

Essential:

• Experience on a service desk or in a similar customer facing role with 1st & 2nd line support
• Previous team management experience
• Strong working knowledge of all Microsoft packages, specifically Excel and PowerPoint
• The ability to learn about new systems and services quickly
• Excellent communication skills including via the telephone, e-mail and face to face
• The ability to communicate at all levels internally and externally
• A strong attention to detail
• Proactive problem-solving skills
• Strong IT skills and computer literacy
• Knowledge of ITIL is a Plus
• Knowledge of ServiceNow or any other ticketing tools.

Desirable:

• Experience of recruitment technology products, i.e., Fieldglass, Beeline, Avature and Talentlink.

Why AMS?

At AMS, we recognise the value of different perspectives and experiences in prompting innovation, sparking creativity, and solving problems.

We come from every walk of life, and our culture is open and inclusive. Our people enjoy flexibility, autonomy, and being trusted to work their way. We offer you career opportunities in every direction you want to explore. It's our world but you can do it your way.

We offer:

• Full training and support
• High value and challenging work
• A vibrant, diverse, and collaborative culture
• Flexible working
• A competitive reward and benefits package*
• The opportunity to embark on a recruitment career with one of the world's leading recruitment companies

*Details may vary slightly depending on your location, local labour law, etc.

Our culture of inclusion and belonging.

We welcome applications from people of all backgrounds, and all aspects of employment are based on merit, qualifications, and business needs. We do not discriminate based upon age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other applicable legally protected characteristic.

If you require any accommodations or have any accessibility needs, please reach out via email or make a member of our Talent Acquisition team aware at any time.

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