Job Information
BT ABB - Technical Management Professional in Budapest, Hungary
ABB - Technical Management Professional
Job Req ID: 32164
Posting Date: 15 Apr 2024
Function: Engineering
Unit: Business
Location:
Building 31, Budapest, Hungary
Salary: competitive
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
Deliver functional training and work closely with trainers in the delivery of the training.
Takes ownership of SLAs for his/ her teams.
Able to challenge existing processes and recommend improvements.
Has the ability to communicate and convince others to adhere to process changes and improvements.
Identifies areas for process improvement in their respective functional area and provide inputs to business efficiency and transformation activities.
Maintains contact with the dedicated Knowledge Manager at the time to keep the knowledge base up-to-date.
Provide critical support to team managers who will have functional ownership of a particular Customer Service Operation.
Work with the Team Manager to drive improvement and ensure that knowledge level of the advisors remains intact and up to date.
Attends troubleshooting calls in working hours.
Cooperates with the Incident/Duty Management.
Attends regular technical/ticket review calls to represent the Team.
The skills you’ll need
Troubleshooting
Customer Service
Escalation Management
Continuous Improvement
Health & Safety
Network Delivery
Network Security
Network Testing
Network Configuration
Technical Documentation
Network Integration
Network Implementation
Requirements Management
Incident Management
Event Planning
Decision Making
Growth Mindset
Inclusive Leadership
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.