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Associate Operations Manager with German

Associate Operations Manager with German

HCLTechKraków, Województwo małopolskie, Polska
30+ days ago
Job description

Associate Operations Manager with German

Job Overview

Senior HR Operations / Management role focusing on daily management of shifts and job allocation, multi-country CCC, Dispatch, Update, PM and Install Base management activities. Responsible for meeting quality scores, productivity parameters and SLAs, and stakeholder communications. Provide leadership, objectives, and development guidance to the team.

Responsibilities

  • Daily management of shift and job allocation to associates.
  • Manage team activities for CCC, Dispatch, Update, PM and Install Base management across multiple countries.
  • CCC – interact with customers by phone, email or chat to capture issues, raise tickets in CRM, and assign to relevant teams.
  • Dispatch – monitor open notifications / tickets and coordinate actions such as booking engineers and ordering spare parts.
  • Install Base management – ensure accuracy of system reports by identifying and correcting wrong / missing information in SAP; interact with stakeholders to obtain missing information.
  • Meet quality scores and drive process improvement and innovation.
  • Meet or exceed productivity parameters and SLAs defined for the process.
  • Set objectives, define roles and responsibilities, and align the team with the vision.
  • Communicate expectations, goals and feedback regularly and address concerns proactively.
  • Recognize performance, provide feedback, and support professional development.
  • Ensure team compliance with company policies and procedures.
  • Support team members to meet individual targets and KPIs.
  • Generate reports on team performance and provide updates to senior management.
  • Internal and external stakeholder management.
  • Prepare presentations, Excel reports and other materials for client reviews and meetings.

Skill set Required

  • Ability to work under pressure and manage multiple tasks simultaneously.
  • Proficient in Microsoft Office (Excel & PowerPoint).
  • Knowledge of industry best practices and trends for team management.
  • Situational awareness and understanding the impacts of one’s work.
  • Excellent critical and analytical thinking abilities.
  • High attention to detail and professionalism.
  • Strong analytical, decision-making, resolution and compliance skills.
  • Strong organizational, time and workflow management skills.
  • Strong leadership and organizational skills.

    • Required Work Experience

  • Excellent German and English communication skills – both written and verbal.
  • Minimum of 2 years in a leadership / management role and 6 years total work experience.
  • Experience handling complaints and managing cross-functional communications.
  • Experience working with SAP or similar CRM applications.
  • Benefits often included : life insurance, private medical care, MultiSport Card, language course subsidies, and holiday bonuses.

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Management

    • Industries

  • IT Services and IT Consulting

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    Manager German • Kraków, Województwo małopolskie, Polska