Service Desk Manager is responsible for providing quality and efficient customer service experience to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs.
General Accountabilities
Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner and meet all monthly customer Service Level Agreements.
Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
Provides statistical and performance feedback and coaching on a regular basis to each team member.
Writes and administers performance reviews for skill improvement.
Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
Ensures employees have appropriate training and other resources to perform their jobs.
Addresses disciplinary and/or performance problems according to company policy.
Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
Job Qualifications
Education
Bachelor’s degree in computer science or related field
ITSM certification preferred, ITSM foundation training required.
Experience:
3-5 years of Customer Service and/or Team Lead experience.
Skills
Excellent project management and time management skills.
Ability to work creatively and analytically in a problem-solving environment.
Good performance management skills including feedback techniques.
Proficient in Microsoft Office product suite.
Fluent English language skills required.
Excellent project management and time management skills.
Ability to work creatively and analytically in a problem-solving environment.
Good performance management skills including feedback techniques.
Proficient in Microsoft Office product suite.
Fluent English language skills required.
Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realize value
Excellent verbal and written communication.
Excellent meeting facilitation skills, including teleconference and web conference.
Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realize value
Excellent verbal and written communication.
Excellent meeting facilitation skills, including teleconference and web conference.
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Benefits
Healthcare, dental, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus
PTOs
Vacation, Sick, Holiday, and paid leaves
Save on commute
Paid office parking
Discount Programs
Medical related discounts
Prime location
In the heart of Puebla, with views of Popocatepetl volcano, restaurants and amenities close by
Sponsored Events
Team social events, Holiday dinner
Sport Activity
Join your colleagues in various sport activities in the area
Eat & Drink
Enjoy a kitchen stocked with drinks, coffee, and snacks free of charge
