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German Speaking Field Service Readiness Team Leader

Unisys Hungary 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 in our Budapest office for an

German Speaking Field Service Readiness Team Leader

Role Purpose:
Assure the continuous operation of the Field Service Readiness (FSR) team to provide administrative services to Unisys External Clients and Unisys Field Operations in accordance with operational and people performance related targets. Ensure that all operational targets and people performance related targets are met.

Key Responsibilities/Outcomes:

  • HR responsibilities over assigned Team Members, including recommendations on hiring, termination, Performance Review Process and Compensation and Motivation
  • Lead, coach and develop direct reports within the guidelines set by way of setting stretching goals and objectives and delegate tasks with consideration and appropriateness
  • Evaluate team members' performance in accordance with departmental objectives and communicate any underperformance to the FOC Manager
  • Recognize significant contributors to team and promote them for the Corporate Award Program
  • Develop positive working relationships with the account and customers for the FSR Clients
  • Positively and professionally represent the company and your team to other service desk or company team members, auditors, clients and potential clients
  • Serve as a positive Role Model for the Team by displaying positive and supportive attitude, especially in case of and during changes to the work or business environment
  • Communicate concerns related to issues affecting Operational Performance of the FSR to the FOC Manager
  • Organize and timely attend team meetings. Document and publish meeting minutes for those that could not attend
  • Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures.
  • Manage headsets, phone sets, mobile phone, PC/laptop, monitor, peripherals and any other tools/equipment provided by the company according to their purpose and guidelines. Register any Asset changes according to UGSH policy

Operative Results:

  • Manage the day to day operation of the FSR ensuring that work is processed in accordance with the client contractual service levels and at appropriate quality
  • Monitor the scheduling activities to be able to provide feedback to clients and any support required from engineers or dispatching team
  • Control the level of resources required to deliver the services, ensuring that there is sufficient resource within the FSR team for the geographic/language community to achieve service requirements
  • Regularly monitor and analyze the Operative Indicators located on the Unisys Intranet (Service Delivery Dashboard) and implement the adequate actions to reach established objectives
  • Assure that SLA’s are positively communicated, understood and met within the Team
  • Successfully resolve escalations or process failures within the scope of delivering service requests. Document and keep records of the reasons for and results of escalations as required
  • Together with the senior agents, act as first level contact by answering the questions of clients and partners who want to speak to a superior. Follow-up on and escalate cases to the next level if required

Policies and Procedures:

  • Monitor/run process compliance during daily operations (i.e. procedural changes, logging tool problems, escalation, etc.)
  • Work with other FSR, FSE and PMO Team Leaders and delivery leaders for overall procedures to ensure procedural changes, case handling processes are being adhered to
  • Ensure that Team is informed about changes and manage changes in departmental and/or client specific operational policies and procedures documentation
  • Give input and provide suggestions for improvement on client specific operational policies and procedure to Internal / External relations
  • Understand policies published as relevant to any USGH employee (Asset Management, Overtime, Procurement, etc)

Training and Development:

  • Develop and maintain a Training Registration System that defines and tracks all training activities for all FSR team members
  • Ensure the personal development and growth of Team members by coaching, performance evaluation and via Unisys Learning opportunities
  • Work with FOC Manager to identify Team’s additional training needs and development opportunities, and to set training plans
  • Attend/give training with positive and inquisitive attitude
  • Evaluate and give feedback on trainings
  • Continuous Improvement:
  • Propose improvement ideas that imply changes to Unisys Operative Model in order to evaluate them together with leadership
  • Report failures to leadership on work tools and ask for a solution
  • Implement the process improvements methodologies (eg.: ISO 9000:20K) and practices as sponsored by corporate leadership

Workforce Management:

  • Handle workforce management of the Team by setting-up ACD skills that provide proper service coverage and service levels.
  • Assure that Team adheres to schedule with timely arrival at work, accomplishment of shifts, being logged in the telephone system in Available status at shift start, respecting scheduled lunch breaks and recreation breaks
  • Assure timely submission of holiday requests, absence notifications/certificates and Time Sheets according to guidelines (Team Leader and Team)
  • Plan and communicate Schedule and Holiday Plan to Team according to the Hungarian legal regulations
  • Timely submission of tasks/reports requested and accomplished (Webtime, Concur) or renegotiate deadlines in advance in case fulfilment is risky, explain risks and causes
  • Service Integration:
  • Collaborate with FSR and FSE leadership to incorporate new services by taking lead in planning and implementing the new client activity
  • Ensure that requirements are understood and required tasks are set up & implemented to meet agreed timescales

Key requirements:

  • Strong knowledge of English and German is a must!
  • Proven leadership skills coordinating teams, projects, delivering and reporting results and achieving goals;
  • Broad knowledge of Customer Service industry – particularly Service Level Agreements
  • Acknowledgement of the IT environment or the Windows environment, MS Word, Excel, Outlook, PowerPoint, SharePoint environment
  • Knowledge of ITIL Incident Management methodology
  • FSR / Field Operations experience is an advantage

Job Specific Skills:

  • Excellent team management and coaching skill
  • Excellent customer service skills
  • Excellent interpersonal skills
  • Ability to work under pressure
  • Strong problem analysis skill
  • Methodical and organised with attention to detail
  • Good program knowledge and ability provide Admin support on several tools

Please, send your CV to the e-mail address below.

Munkavégzés helye Budapest
Kategória Humán erőforrás, Szervezés / Menedzsment / Cégvezetés, Ügyfélszolgálat / Vevőszolgálat / Szolgáltatás
Minimális tapasztalat 3 és 5 év között
Munkaidő tipusa Teljes munkaidő
Régió Budapest, Pest
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