Service Desk Manager

hace 5 días

Puebla, México Exactlyit A tiempo completo

Service Desk Manager Exactlyit•Puebla (de los Angeles), México Descripción del trabajo Puebla, Mexico Service Desk Manager es responsable de proporcionar una experiencia de servicio al cliente de calidad y eficiente a los clientes a través de la gestión diaria de un equipo de empleados que incluye contratación, motivación, reconocimiento y recompensas, capacitación, asesoría, entrenamiento y resolución de problemas. En cuanto a la función, la posición también apoya al gerente con el desarrollo, análisis e implementación de la plantilla, capacitación, programación y programas de reconocimiento/bonificación. General Accountabilities Proporcionar dirección y comunicación diaria a los empleados para que las llamadas de servicio al cliente se respondan de manera oportuna, eficiente y competente y cumplan todos los acuerdos de nivel de servicio mensuales. Evaluar continuamente los procesos y procedimientos. Responsable de sugerir métodos para mejorar las operaciones del área, la eficiencia y el servicio tanto interno como externo. Proporcionar retroalimentación estadística y de desempeño y entrenamiento de manera regular a cada miembro del equipo. Redactar y administrar revisiones de desempeño para mejorar habilidades. Asistir al gerente con la operación diaria del centro de llamadas, incluyendo el desarrollo, análisis e implementación de la plantilla, capacitación, telemarketing, programación y programas de reconocimiento/bonificación. Responder a la responsabilidad continua de decidir cómo gestionar a los empleados, asegurando que las llamadas sean manejadas de manera eficiente y efectiva. Garantizar que los empleados tengan entrenamiento adecuado y los recursos necesarios para desempeñar sus tareas. Abordar problemas disciplinarios y/o de desempeño de acuerdo con la política de la empresa. Preparar advertencias y comunicarse de forma efectiva con los empleados sobre las advertencias y tomar decisiones correctivas apropiadas según sea necesario. Job Qualifications Education Bachelor's degree in Computer Science or related field. ITSM certification preferred, ITSM foundation training required. Experience 3-5 años de experiencia en servicio al cliente y/o liderazgo de equipo. Skills Excelente comunicación verbal y escrita. Excelentes habilidades de facilitación de reuniones, incluidas teleconferencias y conferencias web. Excelentes habilidades de gestión de proyectos y de tiempo. Capacidad para trabajar de manera creativa y analítica en un entorno de resolución de problemas. Buenas habilidades de gestión del rendimiento, incluida retroalimentación. Competencia en la suite de Microsoft Office. Habilidades en inglés fluido requeridas. Benefits Healthcare, dental, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus. Vacation, sick, holiday, paid leaves. Paid office parking. Medical related discounts. Prime location: In the heart of Puebla, with views of Popocatepetl volcano, restaurants and amenities close by. Team social events, holiday dinner. Sport activities with colleagues. Kitchen stocked with drinks, coffee and snacks free of charge. #J-18808-Ljbffr

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