General Electric Service Desk Operation Manager in Budapest, Hungary
GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry. Additional introduction... It is not about your career... it is not about your job title... it is about who you are.... It is about the impact you are going to make on the world. You want to go into uncharted waters... do things that haven’t been done to make yours and someone else's life better. GE has been doing that for decades! We will continue to do so! We are the world’s digital industrial company. GE is diversity. We aim to employ the worlds’brightest minds to help us create an unlimited source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles -people like you!
Digital Workplace Service Support is searching for an experienced Service Desk Operation Manager that has the proven skills and ability to help us transform in a World Class Service Organization. Our ideal candidate will have a heart for customer service and experience in deploying strategies that accomplish organizational goals.
Service Desk Operation Manager Job Duties:
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications including production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops call center systems by designing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Improves call center performance by collecting, analyzing, and summarizing data and trends and recommending strategies to remove unnecessary demand including handling the most complex customer complaints or inquiries.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to strategic objectives.
Management, administration, real-time monitoring and adjustment of inbound queues, agent availability, agent skill sets, and outbound dialer strategies
Create and manage predictive inbound services for the Service Desk with respect to applications, priorities, table definitions, import/export raw files, filters, dial orders, call data definitions, disposition plans, schedules, languages and time zone groups
Establish and manage inbound and outbound call strategies for voice and chat channels
Perform continuous in-depth analysis on results and provide strategic solutions to improve performance.
Manage and maintain department key performance indicators as it pertains to Service Desk Operations.
Assist I.T. with technical support and diagnostics with call servicing technologies.
Provide in-depth reporting on campaign, service, and agent performance.
Ensure compliance with FDCPA, ECOA and privacy requirements for customer contact.
Documentation of system configurations and historical tracking of changes to strategies.
Serves as point of escalation and initiates troubleshooting when the system is down, or having any kind of technical issue preventing the users from normal job function
Bachelor’s Degree in IT, Marketing, Business or Communications preferred
Strong experience managing a call center environment preferred
Excellent communication skills
Experience in LMI/Bold platform preferred
Experience in Avaya, Cisco or other PBX system
A strong customer focus and excellent telephone manner
Proven ability to work well in teams
Leadership skills and the ability to motivate and develop staff
A desire to help others work towards targets and develop their skills
Demonstrated ability to set, meet and exceed targets
A focused and self-motivated approach to work
Fluency and Literacy in English required; Other languages preferred
Experienced in change management
You will serve customers by planning and implementing call center strategies and operations, improving systems and processes, and managing staff towards delivering outstanding service.
You'll have responsibility for setting and achieving customer service targets as well as planning areas of improvement or development.
As the Call Center Operations Manager, you will ensure that all contacts are answered by staff within agreed time scales and in an appropriate manner.
Experience in liaising with business partners as well as the third parties who supply products to the center will be essential to your success and the success of the Call Center overall.
Locations: Hungary; Budapest