Service Desk Floor Manager

For our Client, international company, specialising in remote technical suport, due to the fact of intensive development, we are looking for Service Desk Floor Manager.

The company provides services at the Infrastructure Operations Centres and Group Service Offices in Europe, Asia, South Africa and the Americas.

You will be responsible for:

• Managing Customer incoming volume queues through Avaya (Telephone, E-Tickets (web tickets), E-Mails, Chats (pilot) )
• Manage Avaya Templates Changes on regular& ad hoc basis
• Priority Management of all incoming volume
• Incident Backlog management & distribution
• Maximize the efficiency of the daily resources.
• Review proactively the coverage of every interval in order anticipate, communicate and solve any gap which may affect to SLA’s targets.
• Detect any deviation between forecast and actual to prevent the impact.
• Identify and escalate any anomaly or system failure.
• Administrate the SLA targets by using / moving the available resources to manage the different contacts at the appropriate moment.
• Establish the management thresholds (talk time, break time, productive codes, etc..) to know when an action is required.
• Perform and distribute the agreed reports.

We look forward to meet candidates who possess:

• Professional Approach
• Excellent Organizational Skills
• Excellent Time Management Skills
• Organised & able to work in pressured environment
• Good understanding of SLAs and how to manage them
• Ability to work independently & proactively
• Flexible & adaptable
• Details Focussed & Results driven
• Excel Knowledge
• Open to Changes
• Excellent Communication Skills
• Fluency in English

Our Client offers:

• Work in a global, innovative and rapidly developing company
• Opportunities for career development and training, helping to acquire or broaden skills
• Work in a modern office space in the centre of Poznań
• Attractive salary and employee benefits package