Service Desk Sub-Unit Head
Romania-Cluj-Cluj Napoca
1 zi în urmă

Consider a new opportunity

Weare looking for a people manager with strong analytical skills to ensure linemanagement for our service desks in Cluj and maximize service desk performancethrough effective scheduling, resource planning and by training anddevelopment of staff. Line Management

  • Defines training and development strategies for the service desk and set guidelines and objectives for the group
  • Identifies, develops and inspires talent through mentoring and coaching, including but not limited to team leaders
  • Ensuring that team leaders review performance, assess objectives completion and assign new objectives, define career development plans for their staff
  • Resourcing and Scheduling

  • Using available tools and systems (telephony, service management system) set targets and monitor individual and team KPIs and introduce efficiency and scheduling optimization
  • Ensures workload is spread optimally between staff and shifts managing risks and responding to changing requirements
  • Accountable for Sub-Unit resource modelling and productivity efficiency improvement
  • Finance

  • Responsible to define and manage Sub-Unit P&L and Budget across all teams. This includes Budget forecasting in line with UCS strategy, efficiency and near / offshoring transformation projects
  • Responsible for the sub-unit savings, Lean and near / offshoring forecasting, updates and follow-up on a quarterly basis
  • Organization

  • Manage onshore and near / offshore Sub-Unit Services delivery direction and strategy in line with the Discipline approach
  • Responsible and Accountable for people management and development in the Sub-Unit across all teams. Approves CO Sub-Unit hiring in the countries
  • Give sign-off for unit-relevant content in BIDs reviews
  • Works with client relationship management to ensure services are resourced properly, staff are booked and are meeting requirements and budget constraints
  • Match your profile

  • Proven experience managing large service teams in client environments in a medium size or large organisation for at least 2 years
  • Excellent analytical skills
  • Experience of managing budgets
  • Proficiency in People Management Performance Management, Mentoring & Coaching, Training & Development
  • Experience with scheduling and resourcing in client services environments
  • Excellent Communication Skills
  • Fluency in English
  • Full-time

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