Service Lead

Service Lead - CloudAgents

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Job responsibilities

  • Responsible for the delivery of Managed Services
  • Ensure the Services are delivered to a consistently exceptional standard and as defined in the SOWs
  • Develop clear service strategies, objectives, and goals
  • Service Level Management and analysis of historical reports to identify service improvements
  • Monitor detailed KPIs to ensure the effective day to day operations of the Service
  • Work quickly to resolve any Service issues and ensure continuous improvement
  • Work with the Head of Service Delivery and other SL’s to implement effective training, reporting, process, and quality programs
  • Work with Cloudagents’ customers and represent Managed Services in customer meetings as required
  • Responsible for ensuring effective personnel management within the team
  • Responsible for building an effective working relationship and gain the trust of the client.
  • Campaign daily operations management: coordinating & assigning tasks, scheduling and monitoring attendance, supporting agents and supervisors with daily work and performance development
  • Deal with high complexity cases, tasks, calls, complaints solving
  • Training of new colleagues and ensuring their flawless integration within the team
  • Use standard operating procedures as provided by management
  • Ensure profitable operation by promoting adherence to required quality & efficiency indicators


  • 2-3 years in IT / a multi-national environment Customer service
  • University level education
  • Excellent communication skills. Fluent English, with the ability to communicate professionally and confidently at all levels, both externally and internally
  • Excellent personnel management skills
  • Industry specific qualifications (e.g. ITIL)


  • Debrecen, Hungary


Konyves K. Krt. 12-14 Budapest 1097 Hungary

+(36-1) 999-5300

GfK - CloudAgents

GfK Qualified Call Centre Award

Red Herring - CloudAgents

Red Herring Top 100 Europe Winner (2015)
Top 100 North America Finalist (2015)

Certificate of Recognition - CloudAgents

Certificate of Recognition
for a Significant Innovation (2012)

CEE - CloudAgents

CEE Outsourcing And Shared Services Awards
Short List (2014,2015)