19-03-2007 | EXPIRA LA 25-03-2007
Job expirat
BUSINESS ENVIRONMENT
Three years ago, HP launched its Direct business to deliver solutions and services directly from HP through a customizable direct relationship or via a 1st Tier, to large and enterprise customers. Since then, this business has been growing at a very rapid pace, in the revenue generated as well as the number of customers served, and competes directly with Dell.
Within EMEA , the Volume Direct Operations organization hosts all order management activities from order entry to customer delivery and invoicing. This order management team will treat around 25000 orders a month.
The Direct Claim coordinator team is composed of 10 members.
MISSION AND STRATEGIC ACTIONS
Mission 1-Team management
Strategic actions
Motivate team
Manage team members performance
Ensure that defined SLA are understood and followed
Provide support to the DCC on escalations
Ensure processes are known and followed properly
Provide regular updates to HP service manager
Act as back up for other team lead when they are out of the office
Engage and organise/provide training for new comers
Mission 2-Develop customer oriented culture
Strategic actions
Act as role model for agentBUSINESS ENVIRONMENT
Three years ago, HP launched its Direct business to deliver solutions and services directly from HP through a customizable direct relationship or via a 1st Tier, to large and enterprise customers. Since then, this business has been growing at a very rapid pace, in the revenue generated as well as the number of customers served, and competes directly with Dell.
Within EMEA , the Volume Direct Operations organization hosts all order management activities from order entry to customer delivery and invoicing. This order management team will treat around 25000 orders a month.
The Direct Claim coordinator team is composed of 10 members.
MISSION AND STRATEGIC ACTIONS
Mission 1-Team management
Strategic actions
Motivate team
Manage team members performance
Ensure that defined SLA are understood and followed
Provide support to the DCC on escalations
Ensure processes are known and followed properly
Provide regular updates to HP service manager
Act as back up for other team lead when they are out of the office
Engage and organise/provide training for new comers
Mission 2-Develop customer oriented culture
Strategic actions
Act as role model for agent¿s by demonstrating customer oriented behaviour
Develop customer oriented behaviour within the team
Mission 3-Ensure quality of agents service
Strategic actions
Develop (if needed) and analyze operational metrics
Share SLA performance with HP service managers
Advise HP service manager on improvements for potential quality issues
Transfer instructions to appropriate teams to solve potential issues
Mission 4-Improve agent processes
Strategic actions
Analyze root cause of quality issue/s
Work with 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
Education:
- Bachelor/Master degree in Business or sales or equivalent experience
Experience:
- 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 systems, 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
Language:
- Fluent in English
- One other major European language (French, German, Spanish¿) would be considered a advantage
Compania noastra imbina experienta, expertiza, managementul activ si cultura creativa. Asiguram clientilor nostri know-how-ul si cunoasterea pietei din Romania pentru a ajuta dezvoltarea unui proiect de succes. Forta companiei APT Resources & Services consta in insasi echipa si in devotamentul ei pentru a oferi de fiecare data cele mai bune performante. Domeniile noastre de specialitate se incadreaza in servicii profesionale de resurse umane, incluzand recrutare & selectie de personal si consiliere in cariera.
