Job Summary
Responsible for managing Service desk personnel and all operational functions related to providing technical Support Services. Includes call forecasting, staffing and scheduling of Analysts, basic ops processes (various Q monitoring), Operational reporting, etc. Main area of accountability is to ensure that inbound volume is handled within agreed-to SLAs (ASA, abandon, First Call Resolution, etc.) and that quality thresholds are met (CSAT, QA scores, etc.). Span of control also include QA, training and remediation, as well as reporting.
Key Responsibilities
Staffing related processes: • Participate in SD Analyst recruiting • Identify staffing requirements based on forecasted call volume • Own People management functions for all staff managed (performance reviews, etc.) • Responsible for high morale of all HD staff (Analysts, Supervisor, etc.) Operational Processes: • Forecasting process – coordinate with Acct Team to forecast call volume based on trends so far and upcoming events. Build/adjust staff model based on forecast • Scheduling – oversees schedule across all functions (analysts, supervisor, q monitoring functions, etc.) • React to short term staffing issues (people out, holidays, call spikes, etc.) • Ensure Help Desk Analysts staff meet efficiency requirements, as laid out by management. Quality: • Continuously measure all SLAs: ASA, Abandon, First Call Resolution, escalation hand off times, customer satisfaction, etc. and take corrective action when necessary. • Review all aspects of Process Effectiveness: QA scores, Training scores, FCR, Cust Sat, etc. and coordinate corrective actions (additional training, targeted qa, etc.) with the Assistant Manager QA • Document all operational processes in SOPs. • Ensure all HD Staff follow SOPs as laid out by management, including ServiceWare usage. • Change Management: stay in contact with client and team management in other locations to proactively identify and plan for change on the desk. Cross-Tier Communication: • Maintain constant communication with other Tiers: Hardware Ops, Tier 2, Client Ops resources, Transformation and Automation Team, etc. • Ensure fluidity of interactions with other tiers (escalations, etc.) Reporting: • Ensure all relevant Operational data is reported on. • Analyze Ops Data and take corrective action. Others: • Perform any ad hoc activities as required.
Skill Requirements
Skills & Competencies: Language skills: • Excellent written and spoken command of German and English. Technical/Application Skills: • Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows Operating Systems; Microsoft Products, Siebel. • Siebel call management and field services experience is a plus. • Presentation skills. • Subject matter expert on telephony tools (PBX, EAS, CTI) and supporting infrastructure. Soft and Other Skills: • Profound Job knowledge. • Excellent oral and written communication skills. • Proficient business English communication and presentation skills • Quality and result orientation. • Superior Time Management (planning capabilities, organization and prioritization skills). • Strong interpersonal skills and effective feedback skills. • Customer focus, relationship building with the client. • Teamwork and ethics. • Attendance and punctuality.
Other Requirements
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. Working Relationships Subordinated: Reporting manager or above JOB REQUIREMENTS Education • Bachelors Degree Business, Computer Science, related disciplined, or equivalent combination of professional experience, Experience: • Relevant functional experience: 2 – 5 years • Еxtensive personnel management experience leading teams in a fast-paced environment, perferrably in the sphere of Service desk management.