WPISZ SŁOWA KLUCZOWE

Team Manager - Technical Support

We are looking for talented people for the role of
Team Manager - Technical Support
Gdańsk
Summary

We are looking for a Team Manager with a strong understanding of Operations with experience of team and client management. This person will be responsible for managing a team on individual
comprise on Agents, QA’s, Trainer’s and Team Leads. Team Manager will play a lead role in providing operational support to program by doing lesioning with stakeholders from client slide and internal cross functional team.
As a Team Manager you will be responsible for keeping quality of work intact while implementing
strategies to meet and improve service levels and efficiency of the team.


Working hours: 2 shifts within 07:00 AM – 07:00 PM

Responsibilities
  • Business Acumen – Understand direct and inverse relationship between key business metrics and can interpret metrics and financial data
  • Stakeholder Management – Establishes productive working relationships with immediate working team, client through senior leadership
  • Program Management – Able to meet scope of program, manage daily operations/ workstreams and meet agreed timelines
  • Process Improvement - Identify areas of opportunities in services and contribute to the development of scalable systems, tools, and processes to support growth vectors
  • Forecasting - Possess strong general management capabilities. E.g., ability to report on key member and customer trends and inquiries, develop recommendations to support operational efficiency, and business and quarterly review and plans
  • Hiring & Staffing - Coordinate with local TAG team for recruitment of resources for any new ramp up or backfill requirement. Plan staffing of resources to ensure no impact of Operational metrics and forecast requirement based on historical trend
You have
  • Minimum 6 years of work experience, with at least 4 years in leading a team of TLs & agents in Operations for a leading organization (BPO/ Customer Service background)
  • Bachelor/ Graduate degree or equivalent experience. MBA in Operation will be added advantage
  • A self-starter behavior, ability to exercise judgement and resolve difficult problems
  • Ability to solve diverse challenges and balance analytical critical thinking with quick decision-making
  • High standards for your performance and your team’s performance
  • Outstanding communication (English – Verbal & Written) and organizational change skills.
  • Experience building and leading across multiple cultures in a highly dynamic environment and cross functional organization
  • Outstanding ability to work effectively with senior leaders across multiple functions and regions
  • Concepts of sig sigma or similar quality management standards will be an added advantage
We offer
  • Attractive salary and stable job offer- employment contract
  • Medical care with dentist for you and your family
  • Cafeteria benefits & multisport card
  • Recognition program
  • Opportunities to grow internal promotions in Poland & abroad!
  • Opportunities to develop co-financed training programs, free training platforms: UDEMY, Busuu
  • Opportunity to make a difference: volunteering programs
Prosimy o dopisanie klauzuli: Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w mojej ofercie pracy dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 r. o Ochronie Danych Osobowych; tekst jednolity Dz. U. z 2016 r. poz. 922 z późn. zm. ). Jednocześnie oświadczam, że zostałem/am poinformowany/a o dobrowolności podania danych osobowych oraz prawie dostępu do treści swoich danych i ich poprawiania.

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