Job expirat
Purpose:
The Document Imaging Team Leader works as part of the Service Delivery team that is aligned to one or more customers.
He/she will have focus on the following:
- Delivery of service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
- Supporting the achievement of productivity improvements (KPI: Value for customer & enhanced margin)
- Contributing to service transformation and business growth (KPI: Further profitable service revenue).
Main Responsibilities
- Support the operational team composed of Document Imaging Specialists to achieve the SLA.
- Ensure effective and efficient distribution of workload across the team.
- Work according to tight deadlines and prioritise the work accordingly.
- Maintain discipline in the team/on the shift and implement disciplinary procedures where necessary.
- Assist the manager in the development/training of staff/colleagues.
- Carry out quality checks to ensure quality standards are maintained.
- Operate and maintain software, equipment and processes ensuring that quality standards are achieved and customer requirements are met involving the related internal functions.
- Manage escalations with the help of the Service Delivery Manager aligned to the various contracts.
- Other duties as required.
Background, skills, experience and qualifications
- Experience in customer facing role
- Team leadership
- Able to take responsibility for site / service centre operations in managers absence.
- Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities
- Excellent communication skills
- Fluency in Italian (spoken and written) and proficiency in English (spoken and written)
- Knowledge of Microsoft Office Products
- High level of accuracy
- Able to absorb work peaks
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
