Temat tygodnia
Zatrudnienie, wynagrodzenia, inwestycje i aktualne oferty pracy.
Trwa ładowanie. Prosimy o chwilę cierpliwości.
Przeglądana oferta pracy jest nieaktualna
Capgemini Polska
Data aktualizacji: 2020-02-18
Katowice, śląskie
BPO/SSC, Human Resources
Data aktualizacji: 2020-02-18

Oferta pracy jest nieaktualna

Pracodawca zakończył rekrutację na to ogłoszenie

Employee Service Desk and HR Administration Team Leader

Who are we looking for?

  • Bachelor’s degree
  • Experience in working on similar positions in the past, handling a team size of approx. 10 people (for at least a year in a people managers role)
  • Excellent command of spoken and written English (French or German would be an asset)
  • Broad experience in working in a multinational environment
  • Knowledge of case management systems (preferably Salesforce)
  • Exposure to KPI/SLA driven environment and ability to manage those
  • Reporting experience
  • Experience in transition projects
  • Knowledge of Service Desk and/or HR administration processes
  • Strong people management skills
  • Excellent Communication skills
  • Excellent Customer Care skills
  • Attention to detail
  • Passion for excellence
  • Understanding and working in line with Employee Experience/Customer Experience concepts
  • Readiness to work in shifts (between 7 a.m. and 7 p.m.)

What will you do?

  • Demonstrating knowledge of processes and procedures relevant in Employee Service Desk and HR Administration area
  • Supervising and motivating the team to deliver high quality, professional and proactive day to day service to the Client, with agreed SLA’s and with agreed ‘user experience’
  • Acting as a Subject Matter Expert (SME) for the team and clarifying their process related queries
  • Managing the team’s shifts and back-up structure across all languages and time zones serviced
  • Monitoring and prioritizing the team workload
  • Organizing knowledge sharing sessions internally with the team members and externally with Client’s HR Shared Services team members to constantly develop the knowledge database
  • Organizing successful process related to problem solving to provide excellent services to Client’s employees 
  • Handling regular communication with the Client counterparts and building relationship with them for the future delivery
  • Managing day to day team’s issues, flagging and mitigating them
  • Managing Level 1 client escalations
  • Keeping all required process documentation up to date (process maps and procedures) and other documentation within agreed timeframes
  • Participating in preparing the HR related reports on workload management, SLA achievement (including quality) and process efficiency
  • Continually seeking out ways to improve Client satisfaction

What we offer?


  • Working with great people and in legendary atmosphere
  • No formal dress code
  • Annual family picnics
  • Unforgettable integrational events
  • Employee volunteering opportunities and interesting CSR projects
  • We value and respect diversity in terms of gender, nationality, roles, age, interests
  • Internal celebration initiatives: Children's Day, St. Nicholas Day and many more
  • Supporting employees' hobbies: Business Run, e-sport games, basketball, volleyball


  • Development in expert or leader competencies
  • Broad training offer with possible co-funding
  • Access to MIT Sloan Management Review Polska knowledge base
  • Introduction plan for new employees and Buddy Initiative
  • A wide range of instructor-led and e-learning trainings
  • Co-financing for post-graduate studies and courses
  • Many companies under one roof / internal headhunters
  • Internal development events: conferences, meetings, communities
  • Education First platform for learning English online


  • Contract of employment for an indefinite period
  • Bonuses, including those for new employees recommendation
  • Additional life insurance
  • Access to MyAudiobooks - Entertainment and personal
    growth in audio version
  • Attractive package of extra benefits of your choosing (fitness, gym, cinema, etc.)
  • Disability inclusion, assistive technologies, reasonable accommodations
  • Private medical care for you and your family
  • Bicycle parking and carpooling options
  • Free coffee, water, milk and wide range of teas
  • Anti-smog plants in offices
  • Car leasing

About us

Capgemini is a global leader in consulting, technology services and digital transformation. Capgemini Poland’s Business Services unit is at the forefront of innovation in areas such as HR Services, Finance & Accounting, Supply Chain, Intelligent Automation and Business Transformation. Our international team features people from 60 different nationalities, and we work on exciting, multi-lingual projects with some of the world’s leading brands.