Service Desk Agent Team Leader

hace 2 meses


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

Tata Consultancy Services is a global leader in IT services and consulting. Our team is looking for a skilled Service Desk Agent Team Leader to join our Guadalajara office.

Requirements:

  • Minimum 1 year experience as a customer representative
  • 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



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