Operation and Process Manager with French&English
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Responsabilités:
• assurer un suivi des demandes des clients sur l'ensemble du circuit de support ;
• suivre les engagements de service et des indicateurs de processus contractuels ;
• suivre le backlog pour assurer la dynamique du circuit / de la chaîne de support et stimuler les différents groupes de support internes / externes en fonction de l'évolution des demandes ;
• analyser les demandes et les tickets sortis du contrat SLA pour suggérer des moyens d'améliorer les processus, les procédures et les instructions pour rationaliser la chaîne de support ;
• participer à l'instance de gestion des relations avec tous les bénéficiaires ;
• définir et consolidation des rapports liés à son activité ;
• participer aux plans d'action établis dans son domaine d'activité ;
• prendre les processus définis sous sa responsabilité selon le schéma RACI ;
• faire des propositions pour améliorer les processus ;
• assurer un suivi continu des réclamations ;
• suivre les tickets et les demandes enregistrées pour vérifier si les SLA et les OLA convenus sont respectés par ceux du circuit d'assistance ;
• analyser les situations en dehors des SLA pour identifier la "root cause" ;
• gérer et mettre en œuvre des mesures pour améliorer l'organisation et le contenu de la base de données;
• démontrer une connaissance approfondie des processus et des principes de fonctionnement des technologies et des outils au niveau organisationnel;
• assurer la mise à jour régulière de la base de données avec les nouveaux processus pour les nouvelles activités 💻Compétences et connaissances:
• connaissance du français et de l'anglais (écrit et parlé) – avancé.
• connaissance / travail avec MS Office (Word, Excel) ;
• attitude axée sur le client;
• très bonnes compétences en communication;
• très bonnes aptitudes relationnelles et travail d'équipe;
• aptitudes à la négociation, au conseil et à la conciliation ;
• une capacité à évaluer, analyser et prendre des décisions en temps opportun ;
• capacité d'analyse et de prise de décision rapide;
• capacité d’organisation
- sait identifier les ressources nécessaires à la conduite d'une activité ou d'un projet ;
• attention aux détails ; Monthly benefits package: Fixed
benefits:
• Recommendation Bonuses for new team members;
• Private medical subscription; Work from home allowance;
• Transportation allowance;
• Easter/Christmas bonus;
• Bookster corporate library subscription;
• Career development opportunities. Flexible
benefits:
• Meal tickets;
• Vacation & cultural vouchers;
• Retail vouchers (eMAG, IKEA).
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