Team Leader - Business Support Services

Alexander Mann Solutions is the world’s leading provider of talent management solutions. Coordinating client delivery across 82 countries, in the Americas, Europe, APAC and the Emerging Markets, we deliver world-class talent and award-winning resourcing solutions to over 65 outsourcing clients and consult to hundreds more. With almost 1,000 staff in Kraków and Gdańsk, we act as trusted advisors across multiple industry sectors, providing a full range of outsourcing, consultancy and project services to help our clients attract, engage and retain top talent.

Want to see our brand office before applying? Watch a video: https://www.youtube.com/watch?v=KwqitLu2tEw

​Team Leaders bring together the specialists in our Shared Services team and help them work efficiently and effectively. Each Shared Services team specialises in one of our support activities, and the team leaders help make sure the teams are engaged and their productivity is high. They act as the central contact point for all queries, resolving issues and keeping things running smoothly. They manage, develop and motivate the teams, ensuring our service levels are met and continually improved upon. They help us meet our ISO accreditation standards, manage our process compliance and documentation and update our databases. They’re a technical expert in their field, providing guidance, education and advice to their teams and the wider business.

Business Support Services team is a premium quality helpdesk function and acts as a first point of contact for contractors and temp workers in onboarding, contract, payroll and system access queries.

 

Job duties include:

• Leading the team of 7-10 people;
• Ensuring employees’ development through personal development plans;
• Managing employee’s performance and setting the objectives and targets;
• Providing the excellent customer service in a premium quality helpdesk function;
• Organising the workload and preparing work schedules;
• Monitoring the team’s compliance with SLAs and reporting on and analysing KPIs;
• Ensuring explicit & tacit knowledge  up to date and shared;
• Preparing a process documentation and reviewing the existing knowledge base;
• Acting as a point of  escalations for internal and external stakeholders;
• Managing the ad-hoc projects;
• Being exposed to a wider business by supporting all on-site managers and principal managers;
• Cooperating closely with Contractors Payroll team, Onboarding team and Extention Management team;
• Building and maintaining strong working relationships between all parties, ensuring that they are continually appraised and updated on the relevant information.

• Experience in supervising a professional helpdesk team is essential;
• Very good track record of managing and developing the team;
• Knowledge about ticketing systems and understanding of calls distribution technology;
• Demonstrated ability to achieve demanding targets and manage the stakeholders’ relationships;
• Strong interpersonal skills;
• Very good English, both written and spoken, C1 level minimum;
• Good prioritisation and organisation skills;
• Ability to manage stressful situations and work under pressure.

• Professional training programme and buddy who will support you during your first weeks with us;
• Additional day off, language classes, multisport card and other benefits;
• Great working environment in Alchemia Business Center - our brand new office;
• Opportunities to be engaged in additional initiatives including Employer Branding, Corporate Social Responsibilities or become an Internal Trainer.