Porto Alegre –TI
Educational Qualification:Honours degree related to IT or Management;Fluent in English (+ spanish).
Evaluates team capacity, defines sourcing strategy and sources;
Guarantees that the different support teams are aligned in terms of technical capacity and knowledge of the support procedures;
Coordinates the different executing teams promoting the same kind of rules, the same team spirit;
Coaches the team members and promotes a positive constructive attitude;
Evaluates and acts on the results of the quality controls executed by the service controllers;
Defines the service execution workflow and the procedures for registering calls, registering and tracking incidents, providing feedback to customers and closing incidents;
Provides a support tool to manage the workflow and controls its utilization;
Controls exceptional situations where lack of service quality, lack of resources or unplanned situations happen;
Decides exceptional call distribution to different teams when time required for execution is not as expected and follows-up;
Strong technological knowledge; Strong Knowledge on retail business -at least in one area;
Maturity level on costumer relationship management; Focus on internal links and team promotion.
Knowledge on ADSM trends; Certification in ITIL or ISO 20000.