team leader with german in poznań

job type
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job details

poznań, wielkopolskie
job category
Customer Service & Call Center
job type
working hours
pełen etat
12-24 miesiące
reference number
+48 609537703
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job description

For our client, Europe’s leading independent provider of IT infrastructure services, we are currently looking for experienced, innovative and passionate people, interested in the position of back office incident analyst. Come and help us create new brand in Poznan! Apply! 

what we offer

  • attractive salary
  • package of benefits (including private medical care, sports card)
  • additionally 1 day of holiday
  • contract of employment
  • work in the center of Poznan

your tasks

  • manage templates changes on regular& ad hoc basis
  • priority management of all incoming volume
  • incident backlog management & distribution
  • maximize the efficiency of the daily resources
  • review proactively the coverage of every interval in order anticipate, communicate and solve any gap which may affect to SLA’s targets
  • detect any deviation between forecast and actual to prevent the impact
  • identify and escalate any anomaly or system failure
  • administrate the SLA targets by using / moving the available resources to manage the different contacts at the appropriate moment
  • establish the management thresholds (talk time, break time, productive codes, etc..) to know when an action is required
  • perform and distribute the agreed reports

what we expect

  • professional approach
  • excellent organizational skills
  • excellent time management kills
  • organised & able to work in pressured environment
  • good understanding of SLAs and how to manage them
  • ability to work independently & proactively
  • flexible & adaptable
  • details focussed & results driven
  • excel knowledge
  • open to changes
  • excellent communication skills
  • very good knowledge of German and English (written and spoken)

Employment Agency - registry number 47