Job expirat
- Within EMEA , the Volume Direct Operations organization hosts all transactional activities for order management.
- This organization is composed of 50 members dealing with set up, order management, claim and in inventory management, and reporting activities, located in Bucharest, Romania.
- Team management
- Manage service performance with team lead
- Manage escalations between HP and team leads
- Define and manage action plan to improve service level
- Act as back up for other service manager
- Monitor team workload and provide activity forecast
- Develop customer oriented culture
- Act as a role model for team leads by demonstrating customer oriented behaviour
- Ensure quality of agents service
- Report operational metrics to HP managers
- Analyze SLA performance/KPI with team lead
- Ensure processes are followed
- Advise team lead and Key Users on improvements for potential quality issues
- Liaise with process teams to solve process issues
Improve agent processes
- Analyze root cause of quality issue/s
Work with other HP service managers to identify areas of improvement
- Suggest appropriate improvement initiative to HP service manager
- Work with process experts/Key users to implement new initiatives
- Track affectivity of new process initiatives
- Manage releases content and communication on Pandora tool
- Inform team lead on critical new processes
- Education Bachelor/Master degree in Business or sales or equivalent experience
- Fluent in English
- Experience in one or more of the following:
- Minimum three years experience in sales administration
- Previous experience in leading a team.
Knowledge
- Good knowledge of general administrative/clerical processes
- Knowledge of Order management processes
- Broad knowledge of administration, report generation and database inputs
- Knowledge in IT Tools (database system; MS-Office and computer tools¿)
- General understanding of Sales Administration processes
Skills
- Strong customer oriented attitude
- Efficient in stressful situations
- Excellent communication skills, written and orally
Leadership/Charisma
- Eye for detail
- Ability to manage priorities
Attractiv salary package an supporting international environment
CHALLENGING JOBS IN OUR COMPANY
DELIVERING SERVICES FOR MULTINATIONAL CLIENTS
While we are mainly looking for graduates (excellent foreign language command preferred), students in the final year are also invited to join us!
We are : APT Resources & Services SRL
Our goal is it to supply our customers with a good consultation and a helpful assistance
Our customer is : a very large multinational corporation which is searching for young and dynamic people, wanting to work in an international environment , willing to develop and grow .
