Team Leader Voice Operation Center

A leadership role responsible for operational aspect of VOC Service, daily operations of Unified Communications L2/L3 team and responsible for customer relationship. This will be a key role within the Resonate Operations Management team supporting all areas of Incident, Change and Problem management. Team Leader will directly report to Head of Slovak Operations in Kosice.

KEY ACCOUNTABILITIES

• Have the full ownership in managing and growing the support team
• Provides leadership and coaching to team members linked within their assigned portfolio/service
• Acts as Operation Manager in setting up clear team goals and KPIs and overseeing daily operational activities, to ensure functionality, availability of data and communications and remediate issues that arise
• Work closely with Service Manager, Account Manager and Resonate Leadership in identifying required changes in Team or whole account and suggest corrective actions
• Managing key aspects of our service, to ensure SLA’s, KPI’s, CSL’s are managed & monitored effectively
• Oversee day-to-day team’s assignment, report issues Head of Slovak Operations
• Identify gaps and highlight improvement needs and work on continual improvement
• Ensures a strong and robust communications process between all staff members and across the teams as needed
• Implements business initiatives, including prompt corrective action plans
• Assess programme risks as they are encountered and contribute to managing them while delivering required quality of service
• Reviews analysis of performance, including cost and productivity for the team and makes the appropriate changes in strategies, goals, and objectives
• Ensures all employees receive the appropriate training and education, including ongoing compliance training
• Work closely with Resonate Leadership to further grow Resonate, both Globally and in Slovakia
• Act according to valid legislation and Slovak Labor code
• Is responsible for the individual development of people
• Utilizes available reports and analytics tools to monitor team performance.
• Assess workload and allocate resources effectively to meet demands on daily basis.
• Ensure the effective utilization of dashboards, fostering a culture where engineers regularly access and leverage data insights to enhance decision-making and outcomes, while promoting continuous improvement in task prioritization.
• Facilitate a monthly review process, gathering both lowlights and highlights from the past month, and actively engage with engineers to capture valuable lessons learned, ensuring a continuous feedback loop for team improvement.

Financial benefits:
• Variable yearly bonus depending on reaching company’s objectives,
• Referral bonus,
• Contribution to the 3rd pension pillar (1% of gross salary, without a need of employee contribution),
• Childbirth bonus,
• Financial contribution for meals (4€),

Work-life balance:
• Flexible working hours and hybrid working model (incl. home office),
• 2 extra paid vacation days (on top of 20/25) per year after 2 years with the company,

Wellbeing:
• Multisport card,
• Team-building program,
• Company breakfast every Thursday (on-site),
• Stocked kitchen with free drinks, freshly roasted coffee, and vitamin care packages (on-site),
• Ergonomic work station (on-site),
• Support with setting up the home office workplace,
• Free bicycle garage (on-site),
• Free parking space (on-site),
• Work anniversary present and recognition rewards,

Career plan:
• Annual salary review based on performance,
• Growth assessment,
• Adaptation, training, and development program (upskilling and reskilling, certificates).

Please attach your curriculum vitae in English when applying for this position.
We reserve the right to contact only those candidates who meet the requirements.