private medical care
- Offer expired 17 days ago
- Remote recruitment
- contract of employment
- manager / supervisor
People management – Hiring, Leave Management, Rostering/Scheduling, Performance Management.
Coordinates Subject-Matter Expert, CSAT/Knowledge Manager and Quality Manager and makes sure they are aligned.
Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
Reviews escalations and implements corrective and preventive actions.
Managing Risks and Issues
Monitoring and Reporting Progress of the Operations.
Continuous Service Improvement.
In-depth knowledge of Service Desk Delivery & SLAs/KPIs.
Minimum 2 years’ experience in a Service Desk Leadership roles / IT Support in a global organization.
German Language at C1 level or higher is a must
What we offer
Relocation assistance - Accommodation, travel and other expenses covered
Life & Disability Insurance for employees and family members
Social Fund Scheme
retirement pension plan
coffee / tea
employee referral program
WIPRO IT SERVICES POLAND Sp. z o.o.
Wipro Limited is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 160,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.
Client centricity and communication skills
Execution excellence, Hands-On Approach
Problem Solver & Good at Decision Making