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Request Management Team Leader, Pécs Job

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Job Title: Request Management Team Leader, Pécs
Job ID: 279897
Location: Hungary-Budapest
Full/Part Time: Full-Time
Regular/Temporary: Regular

How To Apply

Role purpose

The Team Leader will supervise a Request Management Team, review service levels, schedule staff and identify training needs. The Team Leader will be responsible for working closely together with the Service Request Management Manager to maintain and improve the request management coordinators' technical proficiency and to continually strive to improve customer service.

Key Responsibilities / Outcomes
- Coordinate the work of assigned staff within the Service Request Management Team
- Handle requests and assume requests responsibility when required and ensure entry of appropriate information in request software;
- Provide „on the job coaching”, and training sessions to the service request coordinators;
- Ensure optimal and productive resource allocation among all functions within the team
- Ensure that fully effective contingency plan is established within the team to decrease operational risk
- Monitor the progress on projects on team members as well as provide action and response in line with the project plans on the Clients expectations
- Guarantee that the project management processes are met and administered correctly in a timely manner
- Ensure that the Service Level Agreements and the Operational Level Agreements are met by the relevant supplier groups within the organization and the projects are implemented as scheduled
- Rectify errors that may cause delays and considerable time and expense in processes, and resolve them in time to save on costs
- Attend and hold ad hoc or scheduled conference calls in line with expectations
- Make sure that appropriate internal and external communication is established in all lifecycles of the projects within the team
- Ensure that proper chasing and follow up activity is realized constantly
- Supervise and support that goods and services are procured in line with project requirements, ensuring timely delivery from Suppliers
- Assure that all the chargeable jobs are invoiced appropriately to increase profitability
- Ensure overall adherence to both Process and Unisys Internal policies within the team
- Guarantee that all work instructions and operational level agreements are updated and approved in case of any process changes and stored on the central Share Point
- Provide timely assistance in case of regular audits or other management reviews
- Measure, Evaluate, Motivate and Retain assigned staff
- Conduct regular one to one meetings with assigned staff making sure that all issues are addressed from both parties
- Conduct regular Team Meetings to discuss all team related and performance topics
- Take part in Recruitment Process and initiate Disciplinary Action when necessary
- Manage yearly Performance Appraisals in cooperation with SRM Manager and any Performance Improvement/Development Plans for individuals
- Escalate issues to the SRM Manager
- Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures.
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.
Language skills:
- Excellent verbal and written skills in English
- Knowledge of German or French is an advantage
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;
- Patience, stress and frustration resistance;
If you would like to join us, please register with your English CV on our website: Link megjelenítése

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.

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