German-speaking SD - Team Leader for Night shift
Unisys · Budapest
What success looks like in this role:
The Team Coordinator supports the Service Desk Supervisor in improving team performance, technical knowledge, and service quality. The role also acts as a senior point of contact for agents and may handle tickets or calls when needed.
Key Responsibilities:
- Support the Supervisor by highlighting risks, customer issues, and operational challenges
- Monitor call/ticket quality, analyze performance, and identify training needs
- Provide coaching, mentoring, and day-to-day guidance to Service Desk agents
- Handle escalations and provide advanced technical and procedural support
- Monitor queues and SLAs, ensuring timely resolution of tickets and service requests
- Contribute to process improvements, knowledge base updates, and quality initiatives
- Support troubleshooting, ticket handling, and ensure proper documentation
- Collaborate with teams and participate in internal and client-facing meetings
You will be successful in this role if you have:
Experience as a Senior Service Desk Agent or similar role
- Strong English and German communication skills are required
- Knowledge of Avaya systems and ticketing/logging tools
- Basic ITIL knowledge (certification preferred)
- Good understanding of MS Office, especially Excel
Personal Attributes:
- Customer-focused with a proactive, solution-oriented mindset
- Strong coordination and multitasking abilities
- Comfortable working in a fast-paced, changing environment
- Good stress management and resilience
- Strong analytical, communication, and coaching skills
- Team-oriented with the ability to work independently
What do we offer?
After the training period full remote opportunity - during the training period day time 5 days/week in the office
- Monthly gross 44.200 HUF cafeteria - regardless of your weekly working hours
- Fixed extra language allowance
- Additional shift bonuses
- Private Health Insurance - Premium Package provided for all Unisys associates after 6 months of tenure
- Home office allowance
- Last and foremost, a great team, as well as a lot of learning and training opportunities
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This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.