Multilingual Service Desk Team Leader

Recruiter
Uniting Ambition
Location
Dudley
Posted
11 Feb 2018
Closes
16 Feb 2018
Contract Type
Permanent
Hours
Full Time
Service Desk Team Leader
£22,000 + on call

Birmingham

A leading global retailer are looking for a talented Multilingual Service Desk Team Leader to join their fast-paced ecommerce department.

The Service Desk Team Leader will be responsible for supervising a team of Service Desk Analysts to ensure that support, staffing and processes are maintained to a high level, and will work together with the Service Desk Manager to achieve targets, and assist with reporting, analysis and strategic planning.
The Service Desk Team Leader will act as a role model for the Service Desk Team as well as focusing on building and maintaining strong relationships with key areas of the Business.

Responsibility for the Service Desk Team Leader are as follows:
To ensure all incoming contacts are logged, categorised and prioritised in the correct manner.
To oversee the tickets in the Service Desk Queue, to understand the priority of all tickets and enhance the focus on those that are business critical, and to track resolution to ensure customer satisfactionTo deliver and maintain the team rota with a minimum projection of 6 months, including managing peak period cover.To organise the shifts of each member of their team, arrange On Call cover, manage sickness and absence and review and approve holiday requests, in order to not only ensure that language cover is sufficient, but also that we maintain a high level of service to the Business.To support the Service Desk Manager to ensure the team are performing at their best, setting and managing both team and individual targets and KPIs, and ensuring that the team are following the correct processes.To produce regular and ad hoc reports relating to Service Desk activity to identify trends, report on problems and therefore identify Service Improvements.To effectively handle any escalations or complaints, and to act as an escalation point for the team, stores and the Business.To maintain a healthy relationship with the Store Operations team, by attending regular meetings, providing feedback on Service Desk performance and supplying updates on store related issues.

Essential requirements for the Service Desk Team Leader:
Must be able to speak one of the following:

German, Spanish, French

Can work on own initiativeHighly articulate

Good problem solving skills

Excellent interpersonal skillsAbility to drive a team whilst keeping up team spirit and morale.

Excellent communication skillsAn ability to work under pressure and take ownership for tasks and issues

We are looking to speak with the most talented Multilingual Service Desk Team Leader on the market. This is a fantastic opportunity to work in a fast paced ecommerce department with an organisation who are on the accent! To apply for Multilingual Service Desk Team Leader role please hit the apply button now or get in touch for further information!

Ferhan Zaheer / / (Apply online only)

Service Desk Team Leader
£22,000 + on call

Birmingham

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