Detalii loc de munca

Mission:

• Assists the Delivery Manager in the implementation and monitoring of compliance with HELPLINE Service Desk Core Principles.


• Ensures compliance with the instructions within the allocated teams (correct escalations, templates use for creating tickets etc).


• Organizes and performs Quality controls within the service. Debriefs agents of the allocated teams.


• Identifies and proposes individual areas of improvement for the agents and shares them with the Delivery Manager.

Takes part in the design of communication workshops as a measure of improvement

• Delivers and adapts communication workshops as a measure of improvement


• Ensures that the HELPLINE quality program is applied within the teams


• Provides reinforcement on the projects in case of peak of activity

Activities:

• Organizes Quality controls on the team to which he/she is assigned in accordance with his/her management (frequency, elements to be checked, priority) and in coordination with the project management (PS, DM).


• Performs Shadow listening / interventions with all team members using the HELPLINE control tools, in compliance with the HR rules.


• Analysis of tickets created / processed by the team according to defined Quality criteria (HELPLINE tools).


• Prepare debriefings for each evaluated agent containing the mastered elements and the elements to be improved.


• Shares with the Delivery Manager and Production Supervisor (s) the results of quality controls and proposes improvement actions for each member of the team.


• Ensures follow-up of progress actions and measure it according to milestones defined in the action plan.


• Prepares and shares with the project team management monthly reporting on the level of Quality of service.

Desired profile:

• Customer culture, understanding of client . Experience in customer service, preferably in a coaching position.


• Driven and creative in applying methods to improve results.


• Listening skills, pedagogical skills, ability to remain objective, logical and analytical thinking, methodical, rigor, persuasion skills.


• Excellent Italian and English, fluency in other languages - French, German,  is a plus.

What we offer:

Permanent contract

Central building offices with excellent view on the city, top facilities and equipment

Competitive salary

Meal tickets and gift vouchers

Training opportunities

Regina Maria  medical package

Copayment 7Card

Extra vacation days

Massage at the office day

Fruits on the house