ASSOCIATE MANAGER

Requisition Number

1536821BR

Job

Process Manager-Voice

Experience

7-12 Years

Job Family

Delivery Voice

No. of Positions

1

Job Description (Posting).

Team Lead with German - Order to Cash Activities

For one of our clients based in Sofia we are currently hiring

Team Lead with German - Order to Cash Activities

Responsibilities:

• Lead a team of Analysts and SME's;

• Handle escalation calls if any and be a coach to the team, facilitate trainings and refreshers;

• Be the senior Subject Matter Expert for the team to provide guidance to overall team;

• Be responsible for operational deliverables of the assigned team. Ensure team adhere to TAT and accuracy and manage queues and inquiries as per agreed metrics;

• Identify and lead efforts to execute process improvements and transformation opportunities and drive FMEA's, RCA's;

• Be responsible to produce and manage daily and monthly SLA/KPI reports (performance and business metrics);

• Be the client's first level escalation point for any team member's performance or service level gaps.

Requirements:

• Excellent command of both German and English language (written and verbal);

• Prior experience in one of the following activities: Order Management, Master Data Management, Accounts Receivable, Billing, Accounting / Accounts Payable, Logistic Experience;

• Good listening and comprehension abilities;

• Ability to effectively communicate, probe and understand customer issues and provide first call resolution;

• Good interpersonal and issue resolution skills;

• Strong collaboration and coordination skills;

• Should have team handling skills.

Qualification

BASc - Bachelor of Arts and Science

Employee Group

Business Line FT

Entity

BSERV

Expected Date of Closure

05-Jun-2025

Reporting Manager Designation

DEPUTY GENERAL MANAGER

Skill (Primary)

Domain Competencies (BSERV )-Retail-Order-to-Cash