Operations manager - ON SITE

As a Service Desk Operations Manager, you will be responsible for the strategic direction and leadership for the overall Service Desk support operations, including staff and service administration. You will effectively and efficiently manage the development and direction of the operational team in order to drive the growth of revenue and technical productivity, and to promote high quality customer satisfaction while building relationships and ensuring the integration of strategic plans with company operations.

Requirements:

• Speak and write in German and English fluently;
• Bachelor’s degree in relevant field, or equivalent experience;
• 5+ years of management experience;
• Experience with ticketing system;
• Effective leadership skills, with a strong focus on operations and business processes;
• Able to identify key issues and creatively and strategically overcome internal challenges or obstacles;
• Clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization;
• Effective attention-to-detail and a high degree of accuracy;
• High level of integrity, confidentially, and accountability;
• Sound analytical thinking, planning, prioritization, and execution skills;
• Managing a complex shift pattern in a call center environment;
• A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.

Key responsibilities:

• Coordinates with the transition team;
• Plans and monitors the resources deployment;
• Reviews the daily dashboards, staffing plan, work allocation;
• Governance adherence and interacts with the client with the objective to deliver target delivery model;
• Ensures delivery predictability and enhance client satisfaction for the processes within the guidelines, policies and norms of Infosys.

Infosys esteems you as we provide:

• Long-term and stable cooperation;
• Meal allowance;
• Organized training sessions during the first weeks and further upskilling courses (online, with our experts);
• 22 paid vacation days in the first year plus 2 more paid vacation days starting with the second year;
• Modern, cozy and central location in Sibiu;
• Teamwork in a multicultural environment;
• Medical subscription and life assurance.

Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering.
Infosys BPM has been consistently ranked among the leading BPM companies and has received over 60 awards and recognitions in the last 5 years from key industry bodies and forums like the International Association of Outsourcing Professionals, Outsourcing Center, SSON, and NOA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry-leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPO strategists.