Global Service Operations Director
hace 2 semanas
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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