Full-Time Team Leader at Shared Service Desk
Job Description
Our multinational client is a prestigious company with worldwide presence, for which we are looking for an experienced Team Leader at Shared Service Desk to their Budapest-based business service center.
Responsibilities
– Ensure effective Floor Management to handle call volumes as per KPIs
– Relationship building with support groups
– Initiate and foster continuous improvement process. (root cause/problem solving)
– Scheduling adherence of the team
– Prioritize, respond and maintain the complaint management process.
– Participate in new hire interviewing and the candidate selection process
– Responsible for the overall achievement of KPI performance by team
– Maintain employee morale and team concept
– Monitor and measure performance of the team and individuals and provide performance feedback, as required and laid down in the project guidelines.
– Prepare, maintain and communicate team scorecards, as per the project requirements.
– Coordinate deputy responsibilities, if any.
– Maintain team communication, conduct team meetings and huddles to discuss on key updates/issues
– Adherence to company policies and procedures
– Adherence to shift schedule and leave management
– Manage the floor based on floor management guidelines and requirements
– Inform line of management on potential attrition/absents in timely manner and plan for back fill staffing
– Adherence to project requirements during Business Continuity situation
– Ensure 100% compliance by self and team for all policies and procedures.
– Educate the team and management on project progress, performance and potential risks/issues
– Maintain highest levels of motivation within team and responsible for retention
– Ensure necessary technical and process related trainings are conducted by the SMEs in a timely manner, as appropriate.
– Building relationship with client/being POC for client
What we require:
– Fluent in English verbally and in writing.
– Knowledge of Dutch language is a plus
– Have at least 1 year experience in a similar project
– High performance in current role
– Have an overall understanding on SD processes
– Structured, solution oriented thinking
– Ability to set priorities, adjusting to operational needs
– Flexible and able to work independently
– Multitasking skills, can manage pressure and conflict situations
– Willingness to work to tight deadlines
– No pending disciplinary action
How to Apply
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