Team Manger with German

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Angajator: Wipro Digital Operations and Platforms
  • Customer support - Client service
  • IT Software
  • Tip job: full-time
    Nivel job: peste 5 ani experienta
  • Actualizat la: 27.02.2019
    Scurta descriere a companiei

    Everyday at Wipro Digital Operations and Platforms is challenging and thought-provoking. What is tested is your drive, enthusiasm and initiative. New ideas are appreciated and innovation is encouraged - if you have a suggestion and a plan to take it forward - you will get all the necessary support to transform it into action.


    What we need from you:

    Excellent German & English Communication Skills (Verbal & Written)
    Decision making skills
    Strong Team building skills
    Leading by Example and ability to handle stressful situations
    Strong interpersonal & influence management skills
    Knowledge of Client and end user requirement
    Knowledge of Computer . MS – Office and on-line customer tools
    Ability to work & communicate with people across organizational units
    Ability to think strategically & translate strategy into action plans
    Strong analytical skills with an ability to solve a problem with a win-win negotiation approach
    Ability to lead people on large, multi-functional efforts
    Should have excellent knowledge of Customer Service and Process


    What you will do:

    Responsible for managing a team of Frontline Support Engineers and ensuring Calls and Cases are handled on time and within agreed service levels
    Staff Motivation, Performance appraisal of team members and counseling for performance and capability building in conformance with goals
    Ability to support SEs with day to day tasks and be the first point of contact for all escalations
    Training and mentoring of new agents and refresher trainings for the team members
    Identify Gaps in Performance across SEs and work on closing the improvement areas identified
    Performance Management for the team on KPIs and work on creating and implementation of action plan for improvement
    Responsible for managing attendance, performance improvement plan and other tasks for the team
    Adherence to company policies and procedures and driving the same with the team
    Publish performance dashboard, Validate SOPs and Process maps as required
    Work with multiple functions, . Finance, Corporate Logistics, in order to assist the SEs with administrative tasks as the need be

    Alte informatii

    What we can give you:

    Attractive and flexible benefits package which allows each employee to design his/her montly benefits based on a monthly amount of money( most accessed: meal vouchers, gift tickets, reimbursement of transport, holiday tickets, trainings, sport and spa vouchers, etc)
    Opportunity to interact with a variety of people from around the world
    A relaxation are equipped with Ping Pong, Pool and Xbox
    Nice location close to the metro station
    Opportunity to develop and learn constantly
    Access to internal training programs (career / individual)
    Opportunities to grow in the organization
    Teambuildings, fruit day, Bookster, fun activites/ competitions between corporate organizations