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Queue Performance Specialist

Warsaw, Masovian Voivodeship, Poland

Queue Performance Specialist

  • Warsaw, Masovian Voivodeship, Poland
Lionbridge Poland currently is looking for well organized, detail oriented person for Queue Performance Specialist position within the Maintenance and Tools Improvement Team. If you are familiar with monitoring ticketing queue in order to ensure the agreed service levels and objectives are met don't wait and apply now.

KEY RESPONSIBILITIES/ACTIVITIES
  • Monitor ticket queue and ticket statuses; perform proper follow-up depending on ticket status and priority throughout the ticket lifecycle and ensure SLAs are adhered to;
  • Ensure proper assignment of tickets and resource allocation based on workload and capacity;
  • Escalate tickets not handled in accordance with the guidelines or at risk of SLA breach, coordinate ticket escalations and seek and exhaust available remedies;
  • Report outliers and anomalies, analyze trends and report on ticket KPIs and SLAs;
  • Redirect tickets which are out of scope;
  • Ensure correct ticket structure across areas and projects within the ticketing system;
  • Consult production teams in case of peaks/ capacity issues and carry out priority negotiations when necessary.


REQUIREMENTS
  • Minimum 2 years of experience in project management, customer support service desk - helpdesk, or other entailing work management in a ticketing system;
  • Degree in Project Management or related field;
  • Familiarity with the language translation industry, translation management systems, translation workflows;
  • Experience working with ticketing systems and platforms, preferably Azure DevOps, or JIRA, Zendesk etc.
  • Experience with MS Office suite;
  • Strong interpersonal and customer service skills;
  • Strong analytical skills, detail oriented; watchful and responsible;
  • Willingness and ease of sharing knowledge as well as imposing and enforcing rules;
  • Customer oriented with strongly developed communication and interpersonal skills.


NICE TO HAVE
  • Basic knowledge of data analysis, familiarity with business intelligence platforms (e.g. PowerBI);
  • Great communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relationships among the global organization.


WE OFFER:
  • Full time job contract;
  • 100% remote work ;
  • Employee benefits package (including private medical insurance, sport card, holiday allowance, free holiday day);
  • Professional development opportunities in a multi-cultural environment - Lionbridge has offices in over 20 countries and many of these offices work collaboratively on projects, exposing our employees to a wide range of cultures and work styles;
  • Access to training platform;
  • Ability to cope with latest technologies.

We kindly inform that Lionbridge reserves the right to contact only selected candidates.

Internal position type: Group 1

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