Global Service Operations Director

hace 2 semanas


Xico, México Dresden Partners A tiempo completo

Company Overview:

Dresden Partners is a leading consulting firm specializing in recruitment, selection, and personnel management at both national and international levels. We act as a bridge to connect top talent with leading global companies across Mexico, LATAM, and the USA.

About the Role:

We are seeking an experienced Global Service Operations Director to join our team. As a key member of our organization, you will be responsible for overseeing the management of service center operations, ensuring high-quality client service, and driving business growth.

Job Responsibilities:

  • Develop Work Plans: Create detailed work plans outlining team activities, objectives, and deliverables, including KPIs and SLAs.
  • Ticketing System Management: Oversee the management of the ticketing system used for creating professional presentations.
  • Performance Reviews: Conduct regular performance reviews, provide feedback, and align team members with company goals.
  • Client Service: Ensure high-quality client service by actively participating in selecting and hiring new personnel.
  • Incident Management: Monitor and control incidents, provide timely reports to Human Resources, and suggest process improvements to enhance operational efficiency.
  • ISO Standards: Ensure compliance with ISO standards in service center operations.
  • Security and Compliance: Implement and enforce security and compliance policies.

Requirements:

  • Minimum 5 Years of Experience: In managing service center operations.
  • Advanced English: Proficiency in English language.
  • ITIL: Knowledge of ITIL framework.
  • Microsoft Office: Proficiency in Microsoft Office suite.

Salary and Benefits:

We offer a competitive salary of $85,000 - $110,000 per annum, depending on experience, plus additional benefits including:

  • Legal and Additional Benefits: Comprehensive benefits package.
  • 12 Vacation Days: Annual leave entitlement.
  • Life Insurance: Life insurance coverage.
  • Major Medical Expenses Insurance: Health insurance coverage.
  • Funeral Expenses Insurance: Funeral expenses coverage.
  • Health Membership: Access to health membership program.

Location:

This role is based in Mexico City, Mexico.



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