Support Operations Specialist

hace 2 días


Ciudad de México, Ciudad de México IT Crowd Argentina A tiempo completo

About IT Crowd Argentina:

We're a fast-growing startup in the tech industry, dedicated to delivering exceptional support services to our clients. As part of our team, you'll have the opportunity to work on exciting projects, collaborate with talented individuals, and contribute to our company's continued growth and success.

Job Title: TBS Support Ops (Analyst)

Estimated Salary: $19/hour

Location: Mexico

Job Description:

We're seeking an experienced Support Operations Specialist to join our team in Mexico. In this role, you will be responsible for analyzing data to identify opportunities for same-day staff adjustments and ensuring optimal staffing levels across multiple channels and sites. You will also monitor performance data points, review intra-day reports, and make recommendations for process improvements.

Key Responsibilities:

  • Analyze data to inform staffing decisions and optimize operational efficiency
  • Monitor multiple queues and performance metrics to ensure seamless customer experience
  • Review and analyze intra-day reports to identify areas for improvement
  • Communicate effectively with stakeholders to ensure smooth operations
  • Collect and report global data to drive business insights and recommendations
  • Develop and maintain reporting dashboards to track key performance indicators
  • Prioritize and manage multiple tasks to meet deadlines and deliver results
  • Collaborate with cross-functional teams to drive business growth and improve customer satisfaction
  • Stay up-to-date with industry trends and best practices to continuously improve operational efficiency

Requirements and Qualifications:

To succeed in this role, you should have:

  • A minimum of 2 years' experience in contact center real-time management for multiple sites and channels
  • Previous experience with global operations preferred
  • Strong analytical and problem-solving skills, with ability to interpret complex data and develop actionable recommendations
  • Excellent communication and interpersonal skills, with ability to build strong relationships with stakeholders
  • Ability to work effectively in a fast-paced environment, prioritizing multiple tasks and meeting deadlines
  • Proficiency in data visualization tools such as PowerBI or Tableau, and SQL
  • Experience with support tooling systems such as Zendesk, Twilio Flex, JIRA, and Khoros
  • Undergraduate degree or equivalent experience required

Benefits:

As a valued member of our team, you can expect:

  • A competitive salary of $19/hour
  • Ongoing training and development opportunities to enhance your skills and knowledge
  • A dynamic and supportive work environment that fosters collaboration and innovation
  • The chance to work on exciting projects and contribute to our company's growth and success

Apply Now: If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team at IT Crowd Argentina.



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