Operation and Process Manager with French & English - Iasi

Responsibilities:

• ensure monitoring of customer requests throughout the support circuit;

• monitor service commitments and contractual process indicators;

• monitor the backlog to ensure the dynamics of the support circuit/chain and stimulate the different internal/external support groups based on request evolution;

• analyze requests and tickets outside the SLA contract to suggest ways to improve processes, procedures, and instructions to streamline the support chain;

• participate in the relationship management instance with all stakeholders;

• define and consolidate reports related to their activity;

• participate in action plans established in their field of activity;

• take the processes defined under their responsibility according to the RACI chart;

• make proposals to improve processes;

• ensure continuous monitoring of complaints;

• monitor registered tickets and requests to verify if the agreed SLAs and OLAs are respected by those in the support circuit;

• analyze situations outside of SLAs to identify the "root cause";

• manage and implement measures to improve the organization and content of the database;

• demonstrate a thorough knowledge of processes and the operating principles of technologies and tools at an organizational level;

• ensure regular updating of the database with new processes for new activities.

Skills and Knowledge:

• knowledge of French and English (written and spoken) – advanced.

• knowledge / work with MS Office (Word, Excel);

• customer-oriented attitude;

• very good communication skills;

• very good interpersonal and teamwork skills;

• negotiation, consulting, and conciliation skills;

• ability to evaluate, analyze, and make timely decisions;

• analytical and quick decision-making ability;

• organizational skills - knows how to identify the necessary resources to conduct an activity or project;

• attention to detail;

What we offer:
We offer a dynamic work environment, with concrete development opportunities and an attractive benefits package:

- Development and training:

• High-quality technical training, both in-house and external, provided by a dedicated training department;

• Reimbursement of certifications and training costs for qualifications included in your individual development plan.

- Monthly Benefits
Fixed Benefits:

• Referral bonus for onboarding new employees;

• Private medical insurance;

• Home office allowance;

• Transport allowance;

• Bonus for foreign language proficiency;

• Easter and Christmas bonuses;

• Free subscription to the digital library Bookster;

• Real career advancement opportunities.

Flexible Benefits:

• Meal vouchers;

• Holiday and culture vouchers;

• Gift vouchers (eMAG, IKEA).

Skills