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Process Manager - Customer Service

  • Kraków, Zabierzów (pow. krakowski), małopolskie pokaż mapę
  • Kierownik
  • 2017-10-09

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    HCL is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India's original IT garage startups, the HCL enterprise currently comprises three companies in India - HCL Technologies, HCL Infosystems and HCL Healthcare with annual revenues of US$ 6.5 billion and over 95,000 professionals from diverse nationalities operating across 31 countries including over 500 points of presence in India. In the technology space, HCL’s offerings span a wide range of software and hardware services and solutions including R&D, Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, IT Hardware, Systems Integration, Distribution of Technology and Telecom Products. A new entrant in Healthcare, HCL aims to provide innovative medical services, products and training to meet the growing demand for quality Healthcare in India. 

    In Poland we started our operations in 2007. Our operation in Poland primarily revolves around the global technical support centre through which we provide multilingual Infrastructure Management Support to our clients. Apart from providing multilingual technical support in 15 languages, we also work on technology based projects for our clients.

    Due to our growing business needs we are looking for: 

    Process Manager

    - Customer Serrvice & Support


    Responsible and Accountable to lead a team of Customer Service Representatives and Supervisors to delivers services that meet or exceed service levels to both external and Internal customers. Will participate in implementation of the strategy for the business unit / function to leverage best practices in other regions. Plays Integral part in developing staff models, training plans, development of staff, resource planning.

    • Lead a team of Team Leaders to achieve all the internal and client SLAs/metrics.
    • Support in process expansion, staffing and new hire training
    • Take a lead role in developing and implementing best practices
    • Interact with client on regular basis for reporting and performance of SLAs
    • Meet Client & Organizational objectives at the team level
    • Analyze variation and take improvement actions
    • Manage the floor ensuring consistency, adherence and discipline
    • Report Performance and escalate problems


    • Excellent reading and speaking abilities (B2-C2) in English
    • Strong customer service skills
    • Good communication skills (Written & spoken)
    • Ability to lead teams and manage others
    • Analytical and problem solving skills
    • Good listening & probing skills
    • Good convincing skills
    • Dependable, Adaptable & focused towards common goals
    • Capable to do Multi tasking 
    • Effectively Coaches and delivers Constructive feedback

    We offer:

    • Life insurance
    • Private medical healthcare 
    • MultiSport Card
    • Social found benefits
    • Clear career path in a growing multinational organization

    We thank all interested candidates for their applications. We reserve the right to contact only selected candidates. Only those applications that include the candidate's consent to process personal data, in accordance with the Data Protection Act as of 29 August 1997 (Journal of Acts of 2002, No 101, pos. 926 with later amendments) will be considered.