ofertas de emprego: call center remoto - Lisboa

Dutch Scheduling Specialist (Remote)

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age; with a worldwide network of R&D, innovation labs and delivery centers and ‘Ideapreneurs’ working in 50 countries. HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

Job Description:

As a Scheduling Specialist you will be supporting our stakeholders’ Service Provider network, ensuring that their service coordination is functioning at optimal levels. The ideal candidate will be a self-starter with excellent communication and negotiation skills, someone who is highly attentive to all stakeholder details and able to prioritize client driven tasks.

Responsibilities:

• Monitor and balance stakeholder call activity and the workload of external Service Providers, utilizing internal Xerox database systems.
• Identify barriers that limit the working capacity of external Service Providers, and communicate with field management to implement fixes to service issues lowering the optimization of workload efficiency and call queue management. Maintain this process until the service issues are resolved.
• Contact stakeholders and their dedicated Xerox support service team, to negotiate the best possible arrival time for Service Providers to complete necessary product upkeep.
• Create and maintain strong working relationships with external Service Providers and Field Managers, to meet and exceed field metrics.
• Implement and meet established cost targets, through negotiating with stakeholders and ensuring strict process compliance of all other KPIs.

Qualifications & Experience:

• High School Degree, GED or equivalent
• Bachelor’s Degree in any related field is preferred

Skills & Knowledge:

• Strong analytical and problem-solving skills
• Advanced level usage of the Microsoft Office Suite
• Excellent communication and effective negotiation skills with internal and external partners
• Demonstrated conflict resolution experience in previous roles.
• Strong organizational, priority and time-management skills.
• Multi-tasking ability a requirement, successful candidates need to work numerous conflicting priorities.
• Leader in continuous process improvement identification.
• Self-starter, able to work independently, without direct supervision.
• Role model behaviours, and accountability for personal errors and correction.

Required Language Thresholds:

• Dutch (C1/C2 Level)
• English (B2 Level)

What We Offer:

• Location: Lisbon (Remote working model);
• Working hours: Monday to Friday (day shift);
• Permanent contract;
• Private health and life insurance from day one in the company;
• Meal allowance on card/voucher;
• Competitive salary;
• Career progression opportunities;
• Parenthood program;

Candidate Privacy Notice: https://www.hcltech.com/candidate-privacy-notice

Job Types: Full-time, Permanent