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Cég neve
Cognizant
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Munkavégzés helye
1095 Budapest, Soroksári út 44. -
Nézze meg a jelentkezők átlag bérigényét!
Ft/hó Megnézem -
Egyéb juttatások
- Szakmai tréningek
- Nyelvtanulás támogatása
- Egészségbiztosítás
- Sport támogatás
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Munkaidő, foglalkoztatás jellege
- Alkalmazotti jogviszony
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Elvárások
- Angol középfok vagy
- Német középfok vagy
- Francia középfok vagy
- Olasz középfok vagy
- Holland középfok
- 1-3 év tapasztalat
- Középiskola
Kis türelmet...
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Állás leírása
Responsibilities:
- Ensure SLA targets are consistently met
- Support team members with ticket resolution, categorization, and prioritization
- Actively manage the floor, including call handling and ticket backlog management
- Provide first-level resolutions and ensure proper ticket escalation when required
- Handle incident resolution and recovery ticket closure
- Coordinate teamwork based on daily operational priorities
- Organize team huddles and actively maintain high team motivation
- Assist the Operations Manager with:
- Documentation and Knowledge Base creation
- Training and mentoring of agents
- Act as Point of Contact (POC) for training and development-related activities
- Prepare and deliver daily, weekly, and monthly consolidated reports
- Perform metrics collection and analysis
- Identify, assess, and mitigate operational risks
- Participate in review meetings and propose continuous improvement initiatives
- Manage quality standards, including audit preparation and Operations Maturity requirements
- Actively participate in client meetings when required
- Ensure adherence to and enforcement of working processes and policies
- Monitor attendance at the beginning of each shift and report any SLA-impacting absenteeism
- Be available for occasional travel, if required
- Execute additional tasks assigned by the Team Lead, Operations Manager, or Service Delivery Manager
- Performance will be measured against SLA commitments to the customer
Your profile:
- Experienced Team Lead with min. 2 years of active experience
- Language Requirement: English + French or Italian or Dutch or German
- Knowledge of ServiceNow ticketing tool and reporting
- Knowledge of Amazon Connect soft phone is an advantage
- Good analytical thinking
- Communicative, precise
- Good humor is a must
We offer:
- Competitive salary and cafeteria benefits, including:
- All You Can Move SportPass (discounted price)
- Medical benefits and additional perks
- Reimbursable language courses
- Opportunity to be part of a rapidly expanding organization
- Training, continuous learning, and certification opportunities
- A pleasant, inspiring, and multicultural work environment using state-of-the-art technologies
- Modern office building in an easily accessible location
(10–15 minutes commute from the city center)
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