03-02-2011 | EXPIRA LA 09-02-2011
Job expirat
Mission
• Organize and manage, for the internal client, User Support activities (Hotline) according to the Quality standards and contractual obligations
Content
• Create and ensure the application of internal procedures necessary to an efficient ordering process and a precise activity follow-up
• Ensure local implementation and development of Hotline optimization tools (computer, phone)
• Define and organize methods, schedules and work rules for the team
• Actively manage and assist the team daily according to internal procedures, determining objectives and following them up
• Take responsibility for escalations (technical and Quality) and ensure follow-up from the beginning to the end. Ensure correct treatment of customer mail and redistribution to the services concerned
• Define and implement information flow (internal/external) implied in a dynamic coordination of the activities. Provide reliable statistics to the Management and to the client from Europe (metrics and useful data for analysis)
• Collaborate as necessary and indirectly with other client's international structures and maintain contacts with counterparts working in other affiliates.
Dimension
• Manage a team of around 10 to 15 people
• Reach team objectives in terms of quality and quantity (number of calls, failure rate, average problem-solving and call answering delays)
Internal and External Customers
Internal:
• Marketing Dept
• Commercial
• Customer Care: Transfer non-technical after-sales problems
• Maintenance & service
• Quality Department.
External:
• Clients
• The client service partners.
• At least 3 years similar experience
• English is imperative, Spanish/ Italian/ German
• Technical education or engineer) or equivalent professional experience.
Furnizam solutii extinse pentru proiecte de Resurse Umane inca din 2005. Adaptam cu succes noile tendinte in domeniul Resurselor Umane si utilizam creativ oportunitatile pe care le ofera mediul economic pentru atingerea target-urilor comerciale si de comunicare ale partenerilor nostri.
Munca noastra include solutii bazate pe analize si experienta, programe de implementare a strategiilor de retentie si motivare personal adaptate fiecarui partener, analize complete ale profilurilor candidatilor, selectia strategiei optime pentru implementarea fiecarui proiect, evaluarea si monitorizarea eficientei solutiilor propuse.
Aceasta se traduce in programe inteligente sustinute prin baze de date complete si complexe, aplicatii web, portaluri de informare si socializare, baterii de teste concepute si implementate impreuna cu fiecare dintre parteneri, campanii de marketing online si head-hunting.
Misiune: sa contribuim la indeplinirea obiectivelor partenerilor nostri prin abordarea celui mai important capital al oricarei companii; cel intelectual!
