Capgemini Business Process Outsourcing is one of the first and the biggest outsourcing centers in Poland providing services in 30 different languages in the areas of: finance, accounting, banking, procurement, customer care and marketing services. BPO employs over 3400 specialists in its offices located in Krakow and Katowice.
HR Service Desk Team Leader
Place of work: Kraków
Ref. no Praca.pl/HRSD/TL/KRK
Position purpose
Currently we are looking for an HR Service Desk Team Leader
The jobholder will manage the respective teams to deliver high quality, professional and proactive service to the client, within agreed SLAs. The role purpose also includes management of day to day team’s issues and escalations, as well as building a supportive atmosphere and continuous work on efficiency improvement.
Main accountabilities
- Supervising the activities and work volume of HR Customer Services Representatives in attending to incoming customer enquiries and the resolution of issues raised,
- Managing the team to deliver high quality, professional and proactive day-to-day service to the Client, with agreed SLA’s.
- Managing the daily running of the call centre, including the equipment, effective resource planning and implementing call centre strategies and operations
- Providing status updates on team deliverables
- Designing and establishing reporting standards for the team
- Acting as team lead and client interface for performance management of the team
- Demonstrating knowledge of processes and procedures relevant HR areas
- Managing day-to-day team issues, flagging and mitigating them as well as manaing escalations.
- Keeping all required process documentation up to date (process maps and procedures) and other documentation within agreed timeframes
- Participation in preparing HR related reports on workload management, SLA achievement (including quality) and process efficiency
- Consistently monitor systems with a view to recommending changes and updates to improve them
- Analysis of the related management reports to observe trends and introduce improvements
- Managing processes according to Capgemini methodology
- Handling regular communication with the Client counterparts and building the relationship with them for the future delivery
- Building a positive and supportive team culture, and help team to improve efficiency.
Requirements
- Very good command of spoken and written English
- Experience in leading a Service Desk team
- Knowledge of process-related tools
- Experience in transition projects is an advantage
- Ability to work to tight deadlines
- Very good communication skills
- Strong people management skills
- Good knowledge of MS Office
- Strong problem solving skills
What we offer
- You will work in multinational, stable company for c.a. 100 Blue Chip Clients - known, global brands, supported by 6000 professionals in 30 languages
- You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen philosophy.
- You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ACCA, Prince2, PMP). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.
- You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.
- You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)
