GBS Retail Service Desk Team Leader in Bucuresti

Search by Keyword Search by Location Select how often (in days) to receive an alert: form.emailsubscribe-form { display: none; } Select how often (in days) to receive an alert: Share this Job Please wait... a.dialogApplyBtn { display: none; } GBS Retail Service Desk Team Leader Location: Bucharest, B, RO #job-location.job-location-inline { display: inline; } Company: Goodyear Location: Bucharest, Romania Sponsorship Available: NoRelocation Assistance Available: No The Opportunity The Retail Service Desk Team Leader is primarily responsible for managing day-to-day operations by monitoring the execution of all transactional activities (in-outbound, mail, chat, etc.) within the agreed KPIs in the most efficient and effective way. The incumbent is responsible for the performance and quality of the agents and ensures that the agents are able to advise our end customers. He/she is able to also execute tasks of an agent (in/outbound calls, testing, mail, chat, etc.) to be able to support them and step-in in times of need. He/she sould become a subject matter expert on Retails IT solutions and build and drive continuous improvement culture in the teams, as well as encourage best practice sharing Principle Duties And Responsibilities Manages the accurate and timely delivery of the SLAs and KPIs by planning, prioritizing, and distributing the team’s tasks Monitors execution, by identifying potential delays Proposes action plans to close performance gaps Offers support for subordinates in carrying out daily tasks Acts as a first contact person for Retail IT Leadership and country/language responsible for each cluster (first-line issue resolution) Participates in the recruiting, selection and orientation program of the new hires Ensures the functional training for the new hires Builds and drives CI culture in the team by encouraging and facilitating exposure of ideas Recommends and introduces improvements in current processes and systems, including optimization of the workload distribution" Creates cooperative atmosphere / Builds culture of One Team collaboration within the cluster and within the center Ensures compliance to internal regulations and policies Plans days off/ vacations to ensure business continuity Carries out the Performance Management of team members: - Provides continuous feedback and coaching to team members. - Provides opportunities for learning and self-development, and facilitates the development of technical competencies. - Implements corporate performance related practices (PMP reviews) - Follows up on the Individual Development plan for team members and ensures it is actively considered -Identifies training needs for the team - Continuously strives to build a culture of high-performance; including recognition of the achievements To Join Our Team You Will Need Bachelor's degree in Business/Economics, Computer science, Engineering At least 1 year experience in leading a service/helpdesk team 2-5 years’ experience in customer support services including experience of systems, support, diagnostic and resolution Strong working knowledge of IT tools Understanding of ITIL working practices - preferably ITIL Foundations certified Basic knowledge about Dynamics NAV/BC Operations Good organizational and planning skills Problem solving skills Good communication & collaboration skills Proactiveness: generating ideas, raising flags, following-up on agreed plans and actions Demonstrated drive to achieve goals Decision making skills Ability to motivate others Time management skills Orientation to customer Influencing skills Autonomy in managing the team and implement projects or actions with impact on the team/processes Ability to comprehend and communicate objectives to various audiences. Ability to function in a team environment as a member and a leader. Fluency in written and spoken English If You Join Us, You Will Enjoy Competitive salary package Free private medical services Flexible benefits from your favorite brands available on flexible benefits portal 25 vacation days/year Referral bonuses for new hires recommended by you WFH & Flexible Working Hours Discount price to purchase Goodyear tires Free access to the Bookster library Discount on products and services through agreed partnerships.