Team Lead with french - Timisoara

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Employer: Prohuman
Domain:
  • Customer Support - Client Service
  • Management - Consulting
  • Management Trainee
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Timisoara
  • Updated at: 06.11.2021
    Remote work: On-site
    Short company description

    With over 25 years of experience on the Romanian HR market, PROHUMAN APT (former APT Resources & Services) is the one of the biggest players in the industry, a force concentration evenly deployed across different specialties. Having approximate 4000 employees (mostly higher educated) in BPO and temporary work assignments, as of 2021, PROHUMAN APT ranks in the Top 3 HR providers in Romania.

    Requirements


    At least 3 years’ service desk and customer care experience with at least 1 year of management experience as a team leader or a team leader back-up in a customer department, in the supervision of Service Desk service
    Capacity to lead, motivate, support and train the technicians
    Capacity to analyze technicians’ performance and propose improvement plans where needed
    Capacity to analyze, anticipate and propose qualitative and quantitative improvements
    Well-groomed, customer-orientation, team spirit, communication skills
    Conscientiousness, rigour, control and organizational skills

    Responsibilities


    Coordinate the team who will provide first-line IT helpdesk support via phone and e-mails
    Participates in weekly technical meetings
    Prepare schedules tailored to requirements
    Analyzes team activity (statistics and performances) and makes recommendations for improvement
    Analyzes recurrent incidents and identifies problems, contributes to managing service levels
    Prepares and presents the reporting, and other deliverables
    Validates compliance with procedures and solution guides by the team
    Validates the adequacy of delivered service rendered and end-users perception.

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