Customer Support Agreement Team Leader

Turn your career with Dixons
City: Brno
Company: Dixons Carphone CoE, s.r.o.

Our CSA team is doing an administrative support to our commercial business in the UK and making sure the below major responsibilities are carried out:

  • The extended product warranty purchased by our end-customers is correctly setup and administered in our system and the related payments are carried out accordingly
  • The suppliers responsible for repairing broken products are paid for their services
  • The customers are offered an adequate replacement for their broken irreparable product
  • Missing products are allocated to the stores stock

What will be your job about?

  • Day to day management of a team of up to 15-20 people
  • Performance target setting (KPIs)
  • Planning of the team and individual activities and setting correct expectations
  • Performance and quality monitoring of delivered tasks
  • Oversee day to day workload
  • Arrange regular reviews with your team members related to their performance and development
  • Ensuring that tasks have been completed within the agreed time and quality
  • Ongoing analyzing of operations data used to maximize the team’s performance and respond to business needs
  • Analysis of existing processes and reports and identify process improvements
  • Recruitment and induction of new team members
  • Arrange regular reviews with the business partners in the UK
  • Effectively lead team to optimize individual & departmental performance in order to achieve SLAs
  • Ensuring any changes are communicated effectively

What can you learn here?

  • Cooperation in transition of processes
  • Work in LEAN environment
  • You can try to master in SAP and Outlook 365
  • We offer several soft skills trainings and coaching sessions to support and develop your personal

abilities

  • If you are interested in process improvements and finding efficiencies, you will get a space to

prove your skills

  • Besides that you can participate on workshops and trainings ranging from Excel and Process

mapping to ACCA exams (Association of Chartered Certified Accountants)

What do we expect from you?

  • You can communicate in English very well (also on phone)
  • You are a leader who knows how to motivate the team to deliver a winning performance
  • You approach people with confidence and assertiveness and are able to influence their opinions
  • You know MS office and are able to use it on daily basis when preparing presentations in PowerPoint (you are good in presenting them too), analyzing data in Excel or documenting processes in Word/MS Visio/Bizagi
  • You have good communication (both verbal and written) and interpersonal skills because you will be surrounded by and in regular touch with lots of people in your team and outside too
  • You are able to express your thoughts, concerns and requests in professional email communication
  • You can easily organize your time, even during high volume/pressure times
  • You should be able to demonstrate good analytical skills while effectively solving problems
  • You are a team player with high degree of integrity and responsibility
  • You respond positively to change situations
  • You know how important it is to deliver to deadlines and can demonstrate that you are able to achieve required results in the required timelines
  • You are able to motivate not only the others but yourself too, you are an enterprising person with openness for challenges and “YES” attitude
  • Leadership by example is one of your personal attributes
  • You demonstrate common sense and eye for detail
  • You are open-minded

What we offer to make you happier:

  • Modern office right in the city centre with an amazing terrace
  • Team buildings where we get a chance to get to know each other more (even with UK

colleagues)

  • Soft skills training and language courses so you can activate both sides of your brain
  • Opportunity to turn your career - we offer each new position or internship to you first
  • You can mix benefits of your choice in our Cafeteria benefit system
  • Bonus scheme, loyalty bonuses
  • 25 vacation days, lunch vouchers, contribution to pension scheme and a gym membership
  • Discounted mobile contract
  • Sick days
  • You can turn off your brain and recharge in our chill out space or relax room
  • Some days are full of fruits
  • Plenty of social events and charity activities (boat party, ice hockey tournament, summer BBQ,

Halloween concert and much more

Turn you career with Dixons starting as soon as possible

If you would like to meet us in person, send us more information about you, come to our office and

spend some time with your future colleagues.

Our HR team

Miroslava Ambrožová
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HR & Operations Manager

Alena Krejčířová
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Recruitment Lead

Lenka Preiss
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Karolína Pawlusová
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Zuzana Schneiderová
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Nikola Urbánková
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Zuzana Gajdošíková
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Petra Horylová
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Kristína Sabáková
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