Quality Lead

Vor 5 Tagen

Halle Saale, Deutschland Dell Technologies Vollzeit

Join us to do the best work of your career and make a profound social impact as a Technical Support Engineer 2 on our Commercial Quality Lead team in Halle (Germany)

What you will achieve:
In this role, you will be assisting frontline engineers across multiple locations in EMEA and will be assisting them with customer issues and cases, helping to ensure their success.

What you will impact:
This team will help drive our frontline agents to achieve key-process-indicator (KPI) metrics for Global ProSupport, ranging from cycle time, CSAT/DSAT, Backlog %, Repeat Contact Rate, Repeat Dispatch Rate, along with ensuring we use our tools to accomplish our goals, ranging from SFDC/Lightning to our Digital Tech Console (DTC) and Case Intelligence Dashboard (CID).

You will:

- Work with leaders to drive KPI’s
- Provide guidance on distressed cases
- Work with leaders to drive tool usage
- Work with leaders to execute strategy
- Work closely with other sites to drive best practice
- Build internal relationships and cross functional relationships
- Continuously coach, provide feedback, audit cases of our frontline engineers

Essential Requirements
- Previous experience in supporting a frontline team as Quality Lead
- Strong time management and prioritization skills
- Ability to multitask effectively
- Effective communication skills (German and English) both verbal and written
- Ability to work under pressure with calmness and composure
- Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures

Desirable Requirements
- Comp TIA
- ITIL certification

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life - while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

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