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Service Desk Agent Team Leader

hace 3 meses

Guadalajara, Jalisco, México Tata Consultancy Services (TCS) A tiempo completo

Tata Consultancy Services is an IT services, consulting and business, ensuring a level of certainty no other firm can match.

TCS offers a consulting-Lead, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. This is delivered through its unique Global Network.

Requirements:

  • Minimum 1 year experience as a customer representative
-
Must reside in Guadalajara to be considered (this is an onsite position):

  • Fluent English (Spoken/Written)
  • Previous experience as Manager or Team Leader

Description:

  • Serve as the main SD escalation point for the Client
  • Monitor day to day service desk operations
  • Listen for concerns and identify areas requiring further attention from the management team
  • Communicate all issues immediately to Service Desk Team
  • Monitor ticket queues and ensure tickets are being followed up on per client and agreements
  • Monitor agent performance
  • Monitor calls for all assigned agents to ensure standards are being met
  • Work with all assigned agents to ensure individual SLA/KPI goals are being met
  • Aid in identifying Knowledge gaps or areas of improvement
  • Capture and organize knowledge in a knowledge management system to address specific business Incidents and Request.
  • Train any new hires joining the team and provide Uptraining to current team.

We offer:

  • Salary based on experience.
  • Above law benefits: Food vouchers, Private medical insurance, Life Insurance, 30 days of Christmas Bonus in December

Pay:
From $20,000.00 per month

Language:

  • English (required)
  • French (required)

Work Location:
In person