First Line Manager

hace 2 semanas

Ciudad de México, Ciudad de México Tevapharm A tiempo completo

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert:

Select how often (in days) to receive an alert:

Together, we're on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It's a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world's leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization's Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we're always looking for new ways to continue making a difference, and new people to make a difference with.

The opportunity

IT Services and Support is looking for an experienced First Line Manager (FLM), Global Workplace Support Services to lead the Customer Experience team that supports the IT service desk team providing L1 support consistently across Teva. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities in a fast paced and growing environment. You should be an expert in IT End User Services processes and related technologies.

In your journey with us, your prime responsibilities are:

People Management - Manage and lead the agents and subject matter expert(s) aligned to him / her, placed in 2-3 time zones / locations; Performance Management of the team.

Operations Management - Responsible for all aspects of day-to-day operations of the team aligned to him / her with respect to (but not limited to) call handling, response and resolution, introduction of new services, workload monitoring and management, performance against service level targets, quality control, call handling, training, education, knowledge management, escalations and continual service improvement

Controls & Compliance - ensure all activities performed by his / her team are compliant with policies, standards, and processes.

How you'll spend your day
  • People and Team Management
  • Lead, Coach & mentor a team consisting of Agents & Subject Matter Expert(s)
  • Provide monthly feedback on performance to team members
  • Provide feedback to the team members with respect to any concerns or improvement opportunities
  • Operations Management
  • Responsible for maintaining desired level / score(s) & enhancing End User Customer Satisfaction score, Agents' Quality Tele - Monitoring score(s) and Agents' Communication skills / score
  • Provide hands-on assistance, share information proactively and troubleshoot for your team in case of problems, both, through direct intervention and mentoring and effectively delegate responsibility.
  • Ensure quality reporting and work with Operations Manager to build a highly effective measurement and reward systems based on empirical data.
  • Controls and Compliance
  • Ensure team's activities conform to controls and the operation is audit ready
  • Drive audit readiness of the entire service delivery operation
Your experience and qualifications
  • Strong understanding of ITIL (IT Infrastructure Library) foundation, Six Sigma & Agile practices
  • Six Sigma Green Belt trained (preferably certified)
  • Knowledge of Quality Tools, Systems and Processes
  • Expert working knowledge on Microsoft Applications - PowerPoint, Excel, MS-Project
  • Basic Knowledge on MS-Outlook and MS-Exchange, Networking (VPN/Connectivity Issues), Internet Security, Windows, Mac O/s (Basics), Android, iOS, MS-Teams, Webex, Slack, O365
  • Experience with ServiceNow or similar Incident Management Tool
  • Experience and Knowledge of Staffing and Scheduling tool(s) like Avaya Workforce Optimization Suite
  • Experience with working in a pharma / Biotech / GxP environment is preferred
  • Bachelor's Degree in computer science, Engineering, or related discipline with an IT certificate / diploma
  • Quality Certification will be considered as an advantage
Reports To

Dir IT Operations IT Service Operations

Already Working @TEVA?

If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

Teva's Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.

#J-18808-Ljbffr

  • First Line Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Teva Pharmaceuticals A tiempo completo

    The opportunityIT Services and Support is looking for an experienced First Line Manager (FLM), Global Workplace Support Services to lead the Customer Experience team that supports the IT service desk team providing L1 support consistently across Teva. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities...

  • First Line Manager

    hace 2 meses

    Ciudad de México, Ciudad de México Teva Pharmaceuticals A tiempo completo

    Who we areWe are dedicated to improving access to affordable healthcare worldwide, bringing good health within reach for millions of people across the globe. Our team spans nearly 60 countries, representing diverse backgrounds and nationalities. Join us as we lead the way as the top producer of generic medicines and key supplier to the World Health...

  • First Line Manager

    hace 4 semanas

    Ciudad de México, Ciudad de México Teva Pharmaceuticals A tiempo completo

    Who we areWe are dedicated to improving access to affordable healthcare worldwide, bringing good health within reach for millions of people across the globe. Our team spans nearly 60 countries, representing diverse backgrounds and nationalities. Join us as we lead the way as the top producer of generic medicines and key supplier to the World Health...

  • Cra Line Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Novo Nordisk A tiempo completo

    CRA Line ManagerCategory:Clinical DevelopmentLocation:Ciudad de México, Ciudad de México, MX- Are you ready for a life-changing career at Novo Nordisk Mexico? Join us.- Working at Novo Nordisk is never just a job, it is an opportunity to have a life-changing career - you grow professionally, and you impact the lives of our patients for better. Our Mexico...

  • Sales Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México EF Education First A tiempo completo

    Sales Manager Job Overview: The Sales Manager is responsible for leading and managing a high-performing sales team within EF Languages. This role requires a seasoned professional with a proven track record in team management, fostering team growth, and driving professional development. The Sales Manager will be results-oriented, with a focus on achieving...

  • Manager - Operations First Brands Mexico

    hace 2 semanas

    Ciudad de México, Ciudad de México Uber Freight A tiempo completo

    Core activities for the operations Manager relative to First Brands Mexico operation:Operations management: Account P&L, strategic development, and day to day general operation supervision Take good care of customer, carrier, and suppliers communication and, relations (Keep professional, focused, and respectful during complicated communications or relations)...

  • Store Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México COS A tiempo completo

    Company DescriptionWE ARE MORE THAN JUST A CLOTHING BRAND; WE ARE ON A MISSION TO TRANSFORM THE FUTURE OF FASHIONAre you looking for a company that pushes the boundaries and creates a community inclusive of everyone? A shared vision beyond only us?If you answered yes, why not join us? This could be your first step toward a new and exciting career at...

  • Line Planner

    hace 2 semanas

    Ciudad de México, Ciudad de México Robert Bosch Group A tiempo completo

    Coordinates complex processes by objectives within actual strategies Cooperates in implementation of new strategies Focused onto innovation and optimizing of multiple task areas Compares target/actual results and initiates needed action Decisions mostly within own tasks of area Represents own tasks towards management and customers +7 year of experience...

  • Transportation Program Manager, ATS Line Haul Execution

    hace 2 semanas

    Ciudad de México, Ciudad de México Amazon A tiempo completo

    At Amazon we believe that every day is day one; a day to take the first step and face new challenges. Today you have the chance to be a part of something great. A day to make your ideas come true and a day to join a company that redefines itself every day. That is the energy and passion behind Amazon. Amazon Transportation Services (ATS) is looking for a...

  • BLM - Business Line Manager APE - México and Central America

    hace 2 semanas

    Ciudad de México, Ciudad de México Atlas Copco Holding GmbH A tiempo completo

    BLM - Business Line Manager APE - México and Central AmericaOur solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.Join us on our journey for a better tomorrow.As...

  • BLM - Business Line Manager APE - México and Central America

    hace 2 semanas

    Ciudad de México, Ciudad de México Chicago Pneumatic Tool Company LLC A tiempo completo

    BLM - Business Line Manager APE - México and Central America Date of Posting: June 5, 2024 Last date to apply: June 27, 2024 Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking,...

  • Production Line Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Eaton Corporation A tiempo completo

    Eaton's VEH NAT North America Truck division is currently seeking a Production Line Manager.What you'll do:PRIMARY FUNCTION:Driving strategic direction of the business and ensuring achievement of operating and production objectives consistent with quality assurance requirements and customer, optimizing the utilization of the workforce to minimize...

  • Community Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Distinctive Concept Hotels A tiempo completo

    Oferta de Trabajo - Community Manager de Hotelería en CancúnÚnete a nuestro equipo en Cancún como Community Manager y ayuda a llevar la presencia en línea de nuestros hoteles al siguiente nívelDescripción del puesto:Estamos buscando Community Manager para unirse a nuestro equipo en Cancún. Serás responsable de gestionar y mejorar nuestra presencia...

  • Brand Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Zubale Spanish A tiempo completo

    Hola Gracias por la curiosidadQuiénes somosBuscamos líderes con espíritu emprendedor y pasión por la construcción y ejecución de proceses. Esta es una oportunidad única en América Latina para trabajar con una startup bien financiada con un crecimiento exponencial. Nuestros fundadores son graduados de Harvard Business School con amplia experiência en...

  • Night Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Hilton A tiempo completo

    A Night Manager is the first point of contact for any general management related queries and overall hotel operations concerns that arise outside normal operating hours.What will I be doing?As a Night Manager, you are the first point of contact for any general management related queries that arise outside normal operating hours.The position has a Front...

  • Comunity Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México INSTITUTO DE ESTUDIOS SUPERIORES EN ADMINISTRACION PUBLICA A tiempo completo

    Community ManagerEscolaridad: Nível licenciaturaComunicaciones, Tecnología de la información, Diseño Gráfico /Mercadotecnia o afínExperiência:Experiência mínima de 1 año en comunicación visual o afín.Requisitos Indispensable: manejo de Meta Business Suite Apps de redes sociales. Manejo del software de diseño de video e ilustración Experiência...

  • Spa Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Andaz Condesa Mexico City A tiempo completo

    SummaryYou will be responsible for the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations. The Spa Manager is responsible to provide hands on support and guidance and ensure services provided are in accordance with the approved Spa brand...

  • Whs Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Servicios Comerciales Amazon México S. de R.L. de C.V. A tiempo completo

    Bachelor's degree, preferably in a safety related field English and Spanish level should be fluent, spoken and written Minimum of 3 years in an Environmental Health & Safety (EHS) related field or bachelor's degree in related field 3+ years of experience and knowledge of STPS, CIVIL PROTECTION, SEMARNAT and SCT regulations specifically those related to...

  • Line Manager Dom

    hace 2 semanas

    Ciudad de México, Ciudad de México Ericsson A tiempo completo

    About this opportunity:We are now looking for a manager of Digital Order Management to join our extraordinary team based in two different regions Plano Tx or Mexico City. You'll be in charge of leading a team that is responsible for booking sales orders according to contractual requirements for all products and services, CPO indexing, triggering the...

  • Comunity Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Cx Racing A tiempo completo

    Community ManagerEscolaridad: Nível licenciaturaComunicaciones, Tecnología de la información, Diseño Gráfico /Mercadotecnia o afínExperiência:Experiência mínima de 1 año en comunicación visual o afín.Requisitos Indispensable: manejo de Meta Business Suite Apps de redes sociales. Manejo del software de diseño de video e ilustración Experiência...