Service Desk Manager

hace 7 meses

Puebla, México ExactlyIT A tiempo completo

**_Puebla_**
**_, _**
**_Mexico_**
**_ _**
**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 verbal and written communication.**
- **
Excellent meeting facilitation skills, including teleconference and web conference.**
- **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.**
**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

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