ABB - Technical Management Professional
Building 31, Budapest, Hungary
Location: Debrecen
Please note that this role requires colleagues to work in shifts and is based in Debrecen Office ( with hybrid working element to it).
Why this job matters
You will provide functional leadership of one or more Customer Service functions, provide coaching and mentoring to Advisors from a functional perspective. Act as the champion of a specific area/ subject within Customer Service and present Customer Service capabilities to our customers.
What you’ll be doing
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Deliver functional training and work closely with trainers in the delivery of the training.
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Takes ownership of SLAs for his/ her teams.
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Able to challenge existing processes and recommend improvements.
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Has the ability to communicate and convince others to adhere to process changes and improvements.
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Identifies areas for process improvement in their respective functional area and provide inputs to business efficiency and transformation activities.
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Maintains contact with the dedicated Knowledge Manager at the time to keep the knowledge base up-to-date.
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Provide critical support to team managers who will have functional ownership of a particular Customer Service Operation.
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Work with the Team Manager to drive improvement and ensure that knowledge level of the advisors remains intact and up to date.
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Attends troubleshooting calls in working hours.
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Cooperates with the Incident/Duty Management.
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Attends regular technical/ticket review calls to represent the Team.
The skills you’ll need
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.