Operations Manager Service Desk

6 meses atrás


Oeiras, Portugal IQVIA Tempo inteiro

**Job Summary**

Responsible for managing help desk personnel and all operational functions related to providing Support Services to HCP and other Service profiles. Includes call forecasting, staffing and scheduling of Analysts, basic ops processes (various Q monitoring), Operational reporting, etc. Main area of accountability is to ensure that call volume is handled within agreed-to SLAs (ASA, abandon, First Call Resolution, etc.) and that quality thresholds are met (cust sat, qa scores, etc.). Span of control also include QA, training and remediation, as well as reporting.

**Principal Responsibilities: (Essential Functions)**

**Staffing related processes**
- Participate in HD Analyst recruiting.
- Identify staffing requirements based on forecasted call volume.
- Own People management functions for all staff managed (performance reviews, etc.)
- Responsible for high morale of all HD staff (Analysts, Supervisor, etc.)

**Operational Processes**
- Forecasting process - coordinate with Acct Team to forecast call volume based on trends so far and upcoming events. Build/adjust staff model based on forecast.
- Scheduling - build and adjust schedule across all functions (analysts, supervisor, q monitoring functions, etc.)
- React to short term staffing issues (people out, holidays, call spikes, etc.)
- Ensure Help Desk Analysts staff meet efficiency requirements, as laid out by management.

**Quality**
- Continuously measure all SLAs: ASA, Abandon, First Call Resolution, escalation hand off times, customer satisfaction, etc. and take corrective action when necessary.
- Review all aspects of Process Effectiveness: QA scores, Training scores, FCR, Cust Sat, etc. and coordinate corrective actions (additional training, targeted qa, etc.) with the Assistant Manager QA
- Document all operational processes in SOPs.
- Ensure all HD Staff follow SOPs as laid out by management, including ServiceWare usage.
- Change Management: stay in contact with client and US team to proactively identify and plan for change on the desk.

**Cross-Tier Communication**
- Maintain constant communication with other Tiers: Hardware Ops, Tier 2, Client Ops resources, etc.
- Ensure fluidity of interactions with other tiers (escalations, etc.)

**Reporting**
- Ensure all relevant Operational data is reported on.
- Analyse Ops Data and take corrective action.

**Job Requirements**

**Skills**
- Subject matter expert on telephony tools (CISCO, Twilio) and supporting infrastructure.
- Excellent oral and written communication skills.
- Superior organization and prioritization skills.
- Strong interpersonal skills.

**Education**
- Bachelor’s degree Business, Computer Science, related disciplined, or equivalent combination of professional experience.
- Command of English.

**Experience**
- Help desk management experience.
- Extensive personnel management experience leading teams in a fast-paced environment.


  • Operations Manager

    6 meses atrás


    Oeiras, Portugal Trib3 Tempo inteiro

    **Our purpose**:We are TRIB3; we bring people together worldwide through next-level workout experiences. We do this through our family of workout studios, our global team of employees & franchise partners and our community of workout warriors. Every member of the TRIB3 family plays a vital role in our mission to build a global fitness community where anyone...


  • Oeiras, Portugal IQVIA Tempo inteiro

    **IQVIA Safety Operations** team play an important part in the design, build and execution of end-to-end safety solutions for major pharmaceutical companies and their post market products around the world. We are proud to be an international, diverse team based across the world, with ‘safety hubs’ in Ireland, Poland, Austria, Portugal, Slovakia, Spain,...

  • Operations Manager

    6 meses atrás


    Oeiras, Portugal Cisco Systems Tempo inteiro

    The Operations Manager is the bridge between ONEx and Cisco’s Field experience. As the trusted advisor to our Field teams, the Operations Manager will be responsible for providing operational expertise and accountable for the execution of performance management, enablement, readiness, and advocacy in areas that would save time and effort for our Field...

  • Operations Manager

    2 meses atrás


    Oeiras, Portugal Cisco Systems Tempo inteiro

    Operations Manager is the bridge between Operations and Cisco’s client (Partner/Disti/Customer/ Field) experience. As the trusted advisor to our clients, the Operations Manager will be responsible for providing operational expertise and accountable for the execution of performance management, enablement, readiness, and advocacy in areas that would save...


  • Oeiras, Portugal Spektrum Tempo inteiro

    Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you. **Who we are supporting** The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT)...

  • Operations Manager

    5 meses atrás


    Oeiras, Portugal Cisco Systems Tempo inteiro

    The Operations Manager is the link between ONEx and Cisco’s client (Partner) experience. As the trusted advisor to our clients, the Operations Manager will be responsible for providing operational expertise and accountable for the execution of performance management, enablement, readiness, and advocacy in areas that would save time and effort for our...


  • Oeiras, Portugal Spektrum Tempo inteiro

    Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you. **Who we are supporting** The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT)...


  • Oeiras, Portugal Talent Search People Tempo inteiro

    Tasks You'll be managing all requests related to Customer Service Desk and Contract Management in order to provide a high level of service to clients and partners. **In your day-to-day, you will**: \- Support all activities within the Operations department and also collaborate with other internal teams \- Ensure the management of a contract since the...


  • Oeiras, Portugal Talent Search People Tempo inteiro

    Perfiles Logística, Operaciones y Compras De duración indefinida Portugal, Portugal Completa Competitive salary - Incorporación inmediata **¿Dónde trabajarás?**: Our client provides financing solutions for businesses and is based in Oeiras (Lisbon). **¿Qué harás?**: - You'll be managing all requests related to Customer Service Desk and...


  • Oeiras, Portugal GIGROUP Tempo inteiro

    Are you looking for your next big recruitment career move? We are looking for a talented **Fleet Manager Operations Customer Service Specialist (M/F)**. In this role, you will be responsible for the day-to-day operational management of corporate fleets. Does this sound like the kind of opportunity you can’t pass up? We want to hear from you. **What...


  • Oeiras, Portugal inSync Staffing Tempo inteiro

    The Service Delivery Manager Support role for Complementary Learning Opportunities (CLO) at NATO’s NCI Academy in Oeiras, Portugal, entails a robust combination of service management, customer engagement, business intelligence, and process improvement. This role requires experience in service delivery within a training environment, proficiency in project...

  • Head of People Operations

    6 meses atrás


    Oeiras, Portugal Acolad Tempo inteiro

    Paço de Arcos, Lisbon, Portugal - Full-time **Description**: **Acolad is an international leader in language and content solutions, services and technologies. Represented by the brands Acolad, TextMaster and Ubiqus, the group is present in 25 countries and has a network of over 2,500 internal experts worldwide and +20,000 external language experts.** **At...

  • Head of People Operations

    5 meses atrás


    Oeiras, Portugal Acolad Tempo inteiro

    **Acolad is an international leader in language and content solutions, services and technologies. Represented by the brands Acolad, TextMaster and Ubiqus, the group is present in 25 countries and has a network of over 2,500 internal experts worldwide and +20,000 external language experts.** **At Acolad, every position is key to our global growth: we know...

  • Systems Administrator

    6 meses atrás


    Oeiras, Portugal NetJets Europe Tempo inteiro

    **Purpose of Position**: Perform and monitor the installation/configuration, operation and maintenance of Company systems, databases and related infrastructures, to guarantee that they are fully functional and that all standard procedures for systems administration are followed. **Tasks and Responsibilities**: - Install, configure and administer Company...


  • Oeiras, Portugal Spektrum Tempo inteiro

    Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you. **Who we are supporting** The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT)...


  • Oeiras, Portugal Cisco Systems Tempo inteiro

    As a Client operations Delivery Analyst you will help develop and leverage “AMRR” enterprise solution in alignment with Customer lifecycle motions. “AMRR” provides a digitised platform experience for Customers visibility and management of all of their Assets in one place, allowing for assigned users to take actions with customers, access reports and...


  • Oeiras, Portugal Cisco Systems Tempo inteiro

    As a Client operations Delivery Analyst you will help develop and leverage “AMRR” enterprise solution in alignment with Customer lifecycle motions. “AMRR” provides a digitized platform experience for Customers visibility and management of all of their Assets in one place, allowing for assigned users to take actions with customers, access reports and...

  • Operations Assistant

    4 semanas atrás


    Oeiras, Portugal NetJets Europe Tempo inteiro

    **What is the mission of our department?**: We are recruiting Operations Assistants to join our Operations team for a **temporary assignment**. Our mission is to ensure safe, reliable, and efficient flight operations that consistently exceed customer expectations. We prioritize operational excellence, teamwork, and innovation to deliver seamless travel...

  • Marketing Manager

    6 meses atrás


    Oeiras, Portugal Trib3 Tempo inteiro

    **Our purpose**: We are TRIB3; we bring people together worldwide through next-level workout experiences. We do this through our family of workout studios, our global team of employees & franchise partners and our community of workout warriors. Every member of the TRIB3 family plays a vital role in our mission to build a global fitness community where anyone...


  • Oeiras, Portugal NetJets Europe Tempo inteiro

    **Purpose of Position**: Coordinate with approved maintenance facilities to promote prompt troubleshooting and to determine an estimated time of completion on all maintenance problems on company aircraft. Track the progression of all maintenance events on aircraft undergoing scheduled and unscheduled maintenance. **Tasks and Responsibilities**: -...