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Queue Management Specialist - afternoon

  • Wrocław, Nowa Wieś Wrocławska (pow. wrocławski), dolnośląskie
  • Specjalista
  • 14.11.2018

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.


    Firma UPM prowadzi związany z leśnictwem sektor przemysłu biotechnologicznego w kierunku przyjaznej środowisku, innowacyjnej i ekscytującej przyszłości w ramach sześciu następujących obszarów biznesowych:  UPM Biorefining, UPM Energy, UPM Raflatac, UPM Specialty Papers, UPM Communication Papers and UPM Plywood. UPM dostarcza konsumentom przyjazne środowisku i bezpieczne rozwiązania w odpowiedzi na rosnący popyt globalny. Nasze produkty wytwarzane są z surowców odnawialnych oraz mogą zostać poddane procesowi recyklingu. Grupa zatrudnia łącznie 19 100 pracowników, a nasza roczna wartość sprzedaży wynosi około 10 miliardów euro. Firma UPM jest notowana na giełdzie NASDAQ OMX w Helsinkach. UPM – The Biofore Company – www.upm.com  

    Queue Management Specialist - afternoon
    Wrocław (okolice), Nowa Wieś Wrocławska (pow. wrocławski)

    We are now looking for a Queue Management Specialist with English to grow with us. Collections Team located in Wroclaw/Nowa Wies Wrocławska, Poland provides Collections Services for Customers located in EMEA and Americas region and is a part of the Global Finance & Control organization.

    We deliver renewable and responsible solutions and innovate for a future beyond fossils across six business areas: UPM Biorefining, UPM Energy, UPM Raflatac, UPM Specialty Papers, UPM Communication Papers and UPM Plywood. We employ around 19,100 people worldwide and our annual sales are approximately EUR 10 billion. Our shares are listed on NASDAQ OMX Helsinki. UPM Biofore – Beyond fossils. www.upm.com

    What you’ll do:

    • You will be responsible for monitoring and reviewing data in compliance with quality standards and excellence
    • You will be analysing and interpreting requests to ensure correct categorization, prioritization and assignment
    • You will monitor dashboards to ensure proper forward traction of tickets
    • You will coordinate tickets that cross organizational boundaries to ensure customer satisfaction
    • You will ensure high level of clients’ satisfaction (through communication, progress, and issues in a timely manner)
    • You will track metrics on every queue
    • You will prepare daily reports on Incidents/Change/Problem tickets and SLA status
    • You will prepare summary report on all major incidents occurring on shift
    • You will evaluate and execute procedures properly

    Who you are:

    • You have Bachelor's degree or equal qualification in accounting operation or customer service, collections, sales
    • You speak communicative English. Other foreign language will be an asset
    • You are able to work effectively under tight deadlines
    • You are solution-oriented with a problem solving mindset and the capability to understand and lead complexities
    • You have good understanding of  businesses and business environment
    • You have strong collaboration, influencing and team working skills with flexible, positive and proactive attitude towards changing environment
    • You are an adaptive communicator and have good presentation skills
    • You have ability and willingness to achieve own and team’s targets with provided timelines
    • You are independent in your daily work

    This is what we offer for you

    • Meaningful job: We are proud of what we do. Our work highlights the expertise of our personnel, the high quality of our products and the company's values.
    • Inspired and motivated teams: We have highly skilled employees. We are a multifaceted, international organization that works as a team to achieve our shared objectives.
    • Development opportunities: With us you can build up your expertise. We provide opportunities to support your development throughout every stage of your career.
    • Responsibility for people and environment: Our ethical principles embrace people as well as the environment. We are always striving to build a more sustainable future.

    Additional information

    We offer you work on afternoon shifts from 2:00 p.m. to 10:00 p.m.

    For further questions regarding the vacancy please contact HR Specialist Magdalena Kulikjan-Guyot ([email protected]).

    Is this the opportunity for you? We look forward to receiving your application! Please apply via the link by 27th of November 2018. We review applications already during the application period, and you may be contacted already before the application deadline.

    For support with submitting your application, please contact HR Service Center at [email protected] or phone + 48 12 399 94 99.


    Please include the following clause in your CV: I hereby agree for my personal data, included in my job application, to be processed in line with the needs of recruitment, in accordance with the Data Protection Act of 28 August 1997, Law Gazette No.133, article 883.