Publicat 14 Ian 2020 | Reactualizat 11 Feb 2020 | Expiră 14 Feb 2020

Back Office Team Lead French Speaker

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Anunț inactiv

Acest anunț a expirat și nu este disponibil pentru aplicare.

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Candidatul ideal

  • A Bachelor’s Degree in any field.
  • A minimum of 3-5 years of work experience in a client facing role, preferably with managing a technically relevant team or possessing scheduling experience
  • A working knowledge of both technical service support platforms (such as Technical Exchange operations) and customer ticketing systems (such as Service Edge, the Siebel platform and KANA).
  • Strong proficiency with the entire Microsoft Office Suite.
  • Experience in leading training initiatives for a customer facing team, enforcing KPIs and establish operational goals.
  • Required Language Thresholds: French: (C2: Native-Level Fluency) English: (B2-Independent User Level)

Descrierea jobului

  • Acting as the operational leader of 15-20 Technical Support Back Office agents, and ensuring the highest quality of operational technical support and email queue times possible.
  • Proactively monitor metrics and health indicators to refine operational activities and ensure that Key Performance Indicators, SLAs, and other operational standards exceed customer expectations.
  • Proactively providing feedback to team members with regards to: overall performance, attendance and leave requests, and successful adherence to company policy.
  • Monitoring and adjusting staffing levels to ensure maximum efficiency and adherence to Key Performance Indicators and service levels, as negotiated per client contracts.
  • Acting as a Point of Contact for client escalations and high priority service issues, ensuring expert level service.

Descrierea companiei

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services, and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships.

We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy, built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others. With a worldwide network of R&D, innovation labs and delivery centers, and 120,000+ ‘Ideapreneurs’ working in 39 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.


Back Office Team Lead French Speaker  -  HCL Technologies Ltd.

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