Service Manager (Call Center) Lisboa

Service Manager (Call Center)
Lisboa
Lisboa, Lisboa, Portugal

Mission We are looking for a Service Manager with experience in call center operations.

Responsabilities: Implementation and continuous improvement of IT service management processes Definition and monitoring of key performance indicators to assess the effectiveness of IT services Coordination and supervision of technical support teams to ensure efficient and effective delivery of IT services Collaboration with other areas of the organization to ensure integration of IT services with business objectives Management of incidents, problems, and changes Ensuring compliance with information security standards and IT governance Profile Higher education in Computer Science, Software Engineering, Information Systems or related areas; At least 3 years of experience in IT Service Management or a similar role Experience in Call Center Operations Experience with MS Applications (Project, Visio and Office) knowledge of Key performance indicators (like: FCR, AHT, CSAT, NPS, . . ) knowledge / experience in Methodologies of work (e. g. : ITIL, Agile, PMP) Strong organizational and
- solving skills, with a proactive approach to service management Excellent capacity of communication and adaptability to the project Good Level of English Workplace type: Hybrid

Organization Inetum is a European leader in digital services. Inetum’s team of 28, 000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good.

Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility.

Driven by its ambition for growth and scale, Inetum generated sales of 2. 5 billion euros in 2023.



Country Portugal

Location Lisbon

Contract type Fixed-term contract

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