Job Summary

The Team Leader (with supervisory responsibilities) is the definitive source of knowledge, technique, or expertise. Responsible for maintaining a deep understanding of the Client’s technical and business environment, the Team Leader has a key role in knowledge management, training, quality assurance processes as well as operations setup and supervision. The nature of the position involves active participation in multiple work groups and various projects.

Key Responsibilities

rincipal Roles and Responsibilities: (Essential Function) Knowledge management: • Participate in knowledge transfer sessions with client representatives. • Create, review, update and maintain knowledge documentation. • Prepare and manage monthly and ad-hoc knowledge assessments for help desk analysts. Client relationship management: • Investigate issues and complaints and provide root cause analyses and resolutions to management. • Review negative customer satisfaction surveys and follow up with “dissatisfied” end users. • Review potentially upset customer cases and follow-up with customers. • Participate in client-facing communication - trainings, process updates, knowledge - documentation review sessions. • Participate in or manage project implementations Operations setup: • Assist with fulfillment of any IT Assistance Requests for team-level operational issues. • Communicate planned IT system maintenances to helpdesk team and end-users. • Communicate IT system outages to helpdesk team and end-users; supervise system testing. • Maintain Horizon logging instructions and additional process reference documentation. • Manage access of team members to external applications/systems. • Manage access of team members to internal applications/systems. • Mentoring the Specialists-, Analysts- and Senior Analysts-Help Desk in their day-to-day responsibilities. Operations supervision and reporting: • Perform regular utilization analysis and provide feedback to help desk analysts. • Monitor and act on key performance indicators for Service Level Agreements and Operational Level Agreements. • Compile recurring and ad-hoc operational reports Quality assurance: • Manage Quality Assurance (QA) and Quality Check (QC) process reference documentation - QA/QC compliance guidelines, QA/QC targets, etc. • Prepare QA/QC reports, analyze QA/QC results and determine per-process and team member targets. • Perform Quality Assurance and document the results as per the set processes. • Distribute QA targets to Specialists-Help Desk and QC targets to Senior Analysts-Help Desk. • Track execution of QA/QC targets and control quality of the process documentation. • Lead Quality Assurance and Quality Check calibration sessions to standardize evaluation criteria Training: • Create, develop and manage training roadmaps and materials for current and newly implemented operations processes • Plan and report on new team member and refresher trainings • Deliver account-specific training for new team members • Deliver refresher trainings (ad-hoc) • Conduct mock calls for new team members and refresher calls as per client requirements • Maintain training records, completed roadmaps and role-specific on boarding checklists • Track completion status of training plans in the learning management system Other duties and responsibilities: • To comply with the Employer\'s Internal Regulations on Work Discipline and all internal company acts. • To observe and comply with the Rules for Safe and Healthy Working Conditions. • To be familiar with the main legal acts in Bulgaria. • Perform any ad hoc activities as required. 

Skill Requirements

Образование: • Диплома за средно образование. • Завършено висше образование (бакалавърска и/или магистърска степен) се счита за предимство. Education • High school degree is a must. • University degree (Bachelor and/or Master) is an advantage. Опит: • Подходящ професионален опит: между 1 и 3 години. • За предпочитане да има практичски опит в някое от следните направления: аутсорсинг и/или международна компания. Experience: • Relevant experience: 1 – 3 years. • Preferable experience: Business Process Outsourcing and/or multinational company. Умения и компетенции: Езикови умения: • Отлично писмено и говоримо ниво на английски език. Технически умения и компетенции, свързани с работата с приложения: • Отлични технически познания и умения за работа с, но не само: MS Office пакет, интернет апликации и операционните системи на Windows. • Презентационни умения. Други умения и компетенции: • Задълбочено познаване на работната материя. • Ориентация към качеството и постигане на резултати. • Отлични умения за управление на времето (планиране, организиране, приоритизиране). • Отлични умения за даване на ефективна обратна връзка. • Фокус върху нуждите и удовлетвореността на клиента. • Високо ниво на работна етика. • Пунктуалност по отношение на работните ангажименти и спазване на работното време. Skills & Competencies: Language skills: • Excellent written and spoken command of English. Technical/Application Skills: • Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows Operating Systems. • Presentation skills. Soft Skills: • Profound Job knowledge. • Quality and result orientation. • Time Management (planning, organization, prioritization). • Effective feedback skills. • Customer focus, • Teamwork and ethics. • Attendance and punctuality.

Other Requirements

Experience with OCE Personal

Job Description : Образование:\\\\r\\\\n• Диплома за средно образование.\\\\r\\\\n• Завършено висше образование (бакалавърска и/или магистърска степен) се счита за предимство. Education \\\\r\\\\n• High school degree is a must.\\\\r\\\\n• University degree (Bachelor and/or Master) is an advantage.\\\\r\\\\nОпит:\\\\r\\\\n• Подходящ професионален опит: между 1 и 3 години.\\\\r\\\\n• За предпочитане да има практичски опит в някое от следните направления: аутсорсинг и/или международна компания. Experience:\\\\r\\\\n• Relevant experience: 1 – 3 years.\\\\r\\\\n• Preferable experience: Business Process Outsourcing and/or multinational company.\\\\r\\\\nУмения и компетенции:\\\\r\\\\nЕзикови умения:\\\\r\\\\n• Отлично писмено и говоримо ниво на английски език.\\\\r\\\\nТехнически умения и компетенции, свързани с работата с приложения:\\\\r\\\\n• Отлични технически познания и умения за работа с, но не само: MS Office пакет, интернет апликации и операционните системи на Windows.\\\\r\\\\n• Презентационни умения.\\\\r\\\\nДруги умения и компетенции:\\\\r\\\\n• Задълбочено познаване на работната материя.\\\\r\\\\n• Ориентация към качеството и постигане на резултати.\\\\r\\\\n• Отлични умения за управление на времето (планиране, организиране, приоритизиране).\\\\r\\\\n• Отлични умения за даване на ефективна обратна връзка.\\\\r\\\\n• Фокус върху нуждите и удовлетвореността на клиента.\\\\r\\\\n• Високо ниво на работна етика.\\\\r\\\\n• Пунктуалност по отношение на работните ангажименти и спазване на работното време. Skills & Competencies:\\\\r\\\\nLanguage skills:\\\\r\\\\n• Excellent written and spoken command of English.\\\\r\\\\nTechnical/Application Skills:\\\\r\\\\n• Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows Operating Systems.\\\\r\\\\n• Presentation skills.\\\\r\\\\n\\\\r\\\\nSoft Skills:\\\\r\\\\n• Profound Job knowledge.\\\\r\\\\n• Quality and result orientation.\\\\r\\\\n• Time Management (planning, organization, prioritization).\\\\r\\\\n• Effective feedback skills.\\\\r\\\\n• Customer focus,\\\\r\\\\n• Teamwork and ethics.\\\\r\\\\n• Attendance and punctuality.\\\\r\\\\n