German-speaking SD - Team Leader for Night shift
Employer · Unisys
Office and call centre supervisor
Help desk technicianNightFull-timeMealsBudapest
The Team Coordinator supports the Service Desk Supervisor in improving team performance, technical knowledge, and service quality. The role also acts as a senior point of contact for agents and may handle tickets or calls when needed.
Tasks
- Support the Supervisor by highlighting risks, customer issues, and operational challenges
- Monitor call/ticket quality, analyze performance, and identify training needs
- Provide coaching, mentoring, and day-to-day guidance to Service Desk agents
- Handle escalations and provide advanced technical and procedural support
- Monitor queues and SLAs, ensuring timely resolution of tickets and service requests
- Contribute to process improvements, knowledge base updates, and quality initiatives
- Support troubleshooting, ticket handling, and ensure proper documentation
- Collaborate with teams and participate in internal and client-facing meetings
Conditions & benefits
CafeteriaMonthly gross 44.200 HUF cafeteria - regardless of your weekly working hoursLanguage allowanceFixed extra language allowanceShift bonusesAdditional shift bonusesPrivate Health InsurancePremium Package provided for all Unisys associates after 6 months of tenureHome office allowanceHome office allowanceRemote workAfter the training period full remote opportunity - during the training period day time 5 days/week in the officeLearning and trainingA great team, as well as a lot of learning and training opportunities
Requirements
- Experience as a Senior Service Desk Agent or similar role
- Strong English and German communication skills are required
- Knowledge of Avaya systems and ticketing/logging tools
- Basic ITIL knowledge (certification preferred)
- Good understanding of MS Office, especially Excel
- Customer-focused with a proactive, solution-oriented mindset
- Strong coordination and multitasking abilities
- Comfortable working in a fast-paced, changing environment
- Good stress management and resilience
- Strong analytical, communication, and coaching skills
- Team-oriented with the ability to work independently