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IT Live Chat Team Leader #213247

  • Wymiar czasu: pełny
  • lokalizacja: Wrocław
  • Data ważności oferty: 13.09.2022
Credit Suisse Poland

Miasto: Wrocław
Full-time
Technology

Your field of responsibility

This role is within the Group CTO, Business User Support Services, specifically within the Global Digital Support Services Poland. You will be responsible for one of IT Chat support teams managing eleven individuals. The team is responsible for delivering world class remote IT Support to all bank users globally. Team members are seen as the face of IT to internal clients where they are expected to be knowledgeable, quick thinking whilst demonstrating the highest professional standards.

As IT Chat support lead, you will:

  • Build and maintain a team of world-class individuals who strive for personal excellence but recognize their responsibility to both their immediate team and the Service Desk as a whole.
  • Support Regional DSS (Digital Support Services) lead, and service line leads in all activities occurring during their team’s shift.
  • Cooperate with other leads in Wroclaw, Raleigh, and Pune.
  • Lead by example. Strive to maintain the highest level of team motivation, engagement, contribution, efficiency, and satisfaction.
  • Provide and maintain effective and strong leadership and delivery.
  • Ensure process compliance, transaction accuracy and quality of customer service
  • Deliver continuous improvement across all disciplines; process, tools, customer satisfaction and data quality.
  • Responsible for management of operational escalations as and when required.
  • Optimize shift staffing to deliver the agreed service levels whilst maintaining headcount and budget targets.
  • Forging and maintaining relationships with regional support counterparts.

Day to Day Functions:

  • Providing regular service updates during their shift
  • Ensuring fully operational handover to incoming management team
  • Implement strategy for workforce management, efficiency achievements and management of KPI’s on a daily basis
  • Support Analyst performance and quality reviews via formal 121s and ad-hoc sessions
  • Make impactful decisions to improve the Digital Support Channels

Your future colleagues

We are the part of the Bank User Support Services organization, which provides remote technical support to our internal clients. Team supports standardized end user devices and systems with a focus on aligning IT services with the needs of business based upon an understanding of ITIL practices. Your team in Poland provides services via multiple channels. Your peers globally work in standardized and unified model. We are a department which values Diversity and Inclusion (D&I) and is committed to realizing the firm’s D&I ambition which is an integral part of our global cultural values.

Your skills and experience

We are looking for:

  • Bachelor’s Degree or equivalent.
  • 10+ years of relevant IT experience.
  • 5+ years of experience in IT management.
  • Leadership, people management, and problem solving skills.
  • Excellent technical and customer service skills.
  • Outstanding interpersonal skills, customer orientation, self-motivation, and the ability to work and motivate individuals are required.
  • Organized and structured approach to work prioritization and experience of breaking down problems to deliver effective solutions. Strong situational analysis and decision-making abilities.
  • Exceptionally good communication (oral, written and presentation in English language) including interpersonal and consultative skills.
  • Dedication to fostering an inclusive culture and value diverse perspectives

Main benefits

  • Private medical care (including mental health support)
  • Life insurance for employees and additional insurance options available for family members
  • Pension plan
  • Charity days
  • Training and development
  • Internal Mobility
  • Wellbeing day (additional day off for your wellbeing)

Other optional

  • Language training course
  • Mentoring
  • Family – nursery and kindergarten funding, gift vouchers for Christmas
  • Health promotion: Multisport card, sporting events and groups within Credit Suisse (skiing trips, football team, running team, tennis training course etc.)
  • Employee discounts on various products and services (event tickets, consumer products, etc.)
  • Relocation package
  • Employee Referral Program
  • Flexible work schedule and hybrid work model (incl. work from home allowance)

Your new employer

Find a new home for your skills, ideas, and ambitions. Credit Suisse offers you the ideal environment to progress your career, attractive benefits and excellent training.

We are a leading wealth manager with strong global investment banking capabilities founded in 1856. Headquartered in Zurich, Switzerland, and with more than 45,000 employees from over 150 nations, we are always looking for motivated individuals to help us shape the future for our clients.

Credit Suisse is committed to providing equal employment opportunities, regardless of ethnicity, nationality, gender, sexual orientation, gender identity, religion, age, civil partnership, marital or family status, pregnancy, disability or any other status that is protected as a matter of local law.

Credit Suisse is an equal opportunity employer. Welcoming diversity gives us a competitive advantage in the global marketplace and drives our success. We are committed to building a culture of inclusion with a deep sense of belonging for all of us. We will consider flexible working opportunities where possible. Our bank provides reasonable accommodations to qualified individuals with disabilities, as well as those with other needs or beliefs as may be protected under applicable local law. If you require assistance during the recruitment process, please let your recruiter know.

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