Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of
Technical Remote Support Team Leader-Manager-English-Hybrid Bucharest
As part of our Technical Services Department, the Technical Remote Support Team Ledaer is in charge of:
• Leading the Support Team in charge of delivering front and back office support for Customers, Level 1 & 2, Field Service engineers, Support our external and internal Partners)
• Managing relationships with our key Service suppliers, monitors their performances & costs and drives continuous improvement initiatives.
• Preparing the Team Members to have the technical knowledge and tools to give the best Support to our internal and external customers
• Be responsible to reach and track our internal metrics
• Inspire the team to reach all relevant metrics
• Engage the people to join the experts groups to share the knowledge with all relevant persons

Responsibilities
• Managing the team based on defined metrics and targets.
• The Team Leader needs always maintain the team at the most optimal level in terms of FTE utilization, constantly looking into Continuous Improvement initiatives and proposing and implementing improvement plans accordingly
• Monitoring of customer satisfaction
• Establish cooperation with the Groups of Experts, Field Service, Key Account Management
• Be responsible for the usage of technical tools and give value feedback to develop the tools to increase the solution rate
• Collaborate on internal and external projects with stakeholders such as Sales, Quality etc.
• New introduction of technical tools. Creation of deployment scenarios and training concepts.
• Determining and expanding the training level of employees. Develop and plan needs assessment together with project management.
• Leading, motivating and supporting the team in all matters.
• Create duty rosters. Constantly monitor the requirements of our internal and external customers
• Ensure that internal and external metrics are met

Qualifications we seek in you!
Minimum Qualifications
• Technical Education or similar relevant qualification.
• Innovative understanding of relevant topics
• First steps with Shift planning, Training instruction and People Management
• Interested in Lean and Agile methodologies
• High understanding of technical support processes
• Understanding of the expectations of our external and internal partners
• Very good teamwork and communication skills
• Diversified attitude towards all employees and promotion of an open communication culture
• Master assertiveness and ability to place the issues openly in the team and implement them together
• International networking with all service desk colleagues
• Full professional proficiency in English and one of: French, German, Italian or Spanish. Other European languages are considered as a plus.

Languages
• Fluent in English, both verbal and written

Travel requirements
• Less than 10%

Shift Requirement
• Regular working hours

What can we offer?

Attractive salary;

Stable job offers - employment contract

Work in a multicultural and diverse environment with employees from over 30 countries

Genpact supports professional trainings and great career development opportunities

Free access to our award-winning learning platform

Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts

As an Equal Opportunity Employer – we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process. It is the candidate’s absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.
Kindly please see our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.