E2E Incident Manager with German

E2E Incident Manager with German - responsible for end-to-end management of incidents, process improvement, and agent performance assessment. Coordinate with quality and service management to resolve incidents within SLA.

Requirements

• Speak German and English on advanced level (min. B2 level)
• 6 months of experience in working in the Service Desk environment
• Extensive knowledge of ServiceNow, Genesys, knowledge databases and dashboards
• Strong interpersonal skills, excellent written, verbal and presentation skills
• Very good skills in interdisciplinary thinking and analysis
• Strong service-oriented culture, with a strong focus on customer approach, committed to exceeding customer expectations
• Demonstrate capacity for gathering and scrutinizing data to identify issues, opportunities and patterns

Benefits

• Competitive salary and annual bonus
• Permanent employment contract
• Excellent benefits portfolio
• Global and local recognition programmes and contests
• Private medical healthcare
• Additional day off for your birthday
• Access to the Employee Assistance Programme
• Numerous local and global training opportunities
• Access to self-learning platform (Udemy)
• Language courses