Csoportvezető / Team Leader - Pécs

Unisys Global Services Hungary (UGSH) opened its Budapest office in January 2007 and a second office in Pécs in 2012 providing business process outsourcing and technical help desk services to its prestigious clients across Europe.

We are currently looking for talented individuals for

Csoportvezető / Team Leader  - Pécs

Role purpose

The Team Leader will supervise a Service Desk Team, review service levels, schedule staff and identify training needs. The Team Leader will be responsible for working closely together with the Supervisor and Subject Matter Expert to maintain and improve the service desk by directly managing the agents and to continually strive to improve customer service.

Key Responsibilities / Outcomes

• Act as focal point for team in matters of scheduling, coordination, availability, or other matters as necessary
• Maintain shift rosters
• Ensure all assigned service desk agents understand their job requirements
• Overall measuring and monitoring of service desk agent performance on a daily basis
• Coordinate & schedule tranings
• Drive to meet and exceed customer expectations and ability to inspire service desk agents to do the same
• Provide feedback / guidance to service desk agents on their overall performance
• Active participation in recruitment activities, attandance on AC as required
• Help on all request on demand and direct escalation on requests which are outside a service desk agent’s technical abilities or support boundaries as a first level
• Inform the Supervisor of any work conflicts, dissatisfied customers or hardware/software malfunctions, escalation
• Ensure all contracted support is accomplished in a timely manner, preparing reports and quality indicators as necessary to the Supervisor on a regular basis
• Actively participate on various internal and client facing conference calls if necessary

Key Qualifications

• Advanced experience or knowledge of  ITIL;
• Understanding of logging systems;
• Working knowledge of MS Office suite and related reporting applications;
• Experience in a customer service position;
• Experience in escalation management;
• Leadership experience
• Knowledge of Avaya Systems
• Excellent verbal and written skills in English, other languages are beneficial

Job Specific Skills   

• People management skills;
• Ability to impart knowledge on various levels;
• Strong analytical skills;
• Aptitude for quick learning of technical and procedural topics;
• Self starting, self motivating, self learning work approach;
• Ability to coordinate multiple, dissimilar activities simultaneously;
• Ability to work with minimal supervision and affinity for team-based action planning;
• Flexibility to work extended work schedules as required;
• Excellent teaching and communication skills;
• Strong customer and team-oriented focus;
• Strong people management focus
• Patience, stress and frustration resistance;

In return, we offer a competitive compensation package and the exciting opportunity to be part of a rapidly growing international company. Successful applicants can look forward to training and development possibilities, as well as challenging career prospects.

If you would like to join us, please send your English CV to ugsh-recruitment@unisys.com or register with your English CV on our website: http://www.unisys.com/careers