Role:
Reporting to an Operations Managers, your responsibilities will include:
• Motivating and running the desk effectively to ensure delivery targets are
met
• Resolution of first line queries from customers and escalation to Ops Manager
when
• appropriate
• Performance management of desk analysts, including conducting effective monthly
• One to Ones
• Conducting 3 Call Monitorings per month, including feedback sessions, with
each
• analyst
• Quality checking to ensure correct process and procedures are being adhered
to,
• including promoting knowledge base usage on every call
• Day to day staff management of up to twelve helpdesk analysts
• Staff training, coaching and development of analysts
• Daily / weekly / monthly reporting to Operations Managers
Person Profile (essential/desirable qualifications, experience, knowledge):
Essential:
• Understanding and experience of team dynamics
• Flexible approach
• Professional manner which represents Company’s values at all times
• Enthusiastic, confident with a “can do” attitude
• Team player with the ability to build relationships with both colleagues and
external clients
• Resilient, focussed on delivering good levels of service through the team
Desirable:
• Previous staff management experience
apply at: recruitment.iasi.ro@capgemini.com
Capgemini Romania (change)