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Team Leader - leading a new RCC team, UK support Job

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Job Title: Team Leader - leading a new RCC team, UK support
Job ID: 281035
Location: Hungary-Budapest
Full/Part Time: Full-Time
Regular/Temporary: Regular

Day to Day Work

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 in a new team as a
Team Leader

The team leader will face new challenges in knowledge transfer and process transitioning. He/she will build and train a new team.

He/she will lead the Resource Control Center (RCC) operations, ensuring that all operational targets and people performance related targets are met. The profile of the team is active contact with field engineers - assisting, scheduling and monitoring their daily work.

Key Responsibilities/Outcomes
- Manage the day to day operation of the RCC team, monitor the scheduling activities
- Lead, coach and develop direct reports to achieve effectiveness and continuous improvement
- Set goals and objectives and delegate tasks
- Ongoing contact with clients, respect contractual requirements
- Produce operational reports on the team's performance in terms of SLAs and other operational targets
- Take lead in planning and implementation of new client activity
- Support the engineers' and the dispatching team's daily work
- Successfully resolve escalations or process failures within the scope of delivering service requests
Key requirements
- Fluency in English is a must
- Strong communication and problem solving skill
- At least 2 years of experience in the customer service industry, preferably gained at a Shared Service Center
- At least 1 year of experience in managing and coaching a team
- ITIL qualification and knowledge of ITIL methodology is beneficial
- RCC /Field Operations experience is an advantage
- Experience in knowledge transfer/transition process is an advantage
If you would like to join us, please register with your English CV on our website: Link megjelenítése and write the position's name into the subject field.

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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