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Team Leader - German

  • Kraków, Zabierzów (pow. krakowski), małopolskie pokaż mapę
  • Kierownik
  • 2017-09-05

    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: 

    Team Leader - Customer Support

    German: C1 - C2


    Your job:

    Managing a team up to 20 bilingual associates with profound knowledge of local systems and processes. Responsible for a pre-defined CSC process. Providing strong performance management ensuring to achieve qualitative, productive and sales & service KPI’s and develop associates in his/her team to the next level. To make sure to show strong quality and behaviour skills and will expect the same in his team. Execute the vision and strategy this to his/her team. Enable associates by providing all necessary support to fulfill or exceed customer’s expectations.

    Your responsibilities:

    • Day to day management into a team of up to 20 operational related people, with different profiles, and creates and motivates a sales and service culture in the team
    • Responsible for a CSC process ( e.g. Order Entry / Customer Service / Sales / Internet ) to improve the related processes and come up with new solutions, concepts and implement these for Germany, Austria and the Netherlands
    • Manages and improves CSC Vision ( Impress customer by delivering Service, Sales, Signals, Support and Solutions) with clear strategy to his/her team
    • Strong and unconditional performance management to achieve the individual targets on sales, service, customer satisfaction and productivity
    • Motivator for his/her team and coach to achieve exceptional results on sales & service, customer satisfaction and productivity and is capable to develop the  people in his/her team to a higher level
    • Living, expecting and executing strong Quality and behaviour skills
    • Controls absence, sickness and attrition by executing in a professional manner our policies and procedures and provides clear guidance and support, and executes and coordinates appraisals, call listening and coaching's
    • Participates in specific projects in cooperation or agreement with CSC Manager
    • Takes own initiatives to answer customer calls during peaks

    Your profile:

    • Higher vocational degree and 2 - 4 years in Customer service or comparable commercial environment (preferred)
    • Commercial, with a strong customer focus and customer awareness
    • Good teambuilding and leadership skills; as people manager able to develop and motivate others
    • Can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus
    • Can see hidden problems; looks beyond the obvious and doesn't stop at the first answers Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture
    • Fluent in German and English, in writing and verbal

    Wir bieten:

    • Lebensversicherung
    • Private Gesundheitsvorsorge
    • MultiSport Karte
    • Gute Sozialleistungen
    • Entwicklungsmöglichkeiten in einem internationalen Unternehmen

    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.