Help Desk Operations Manager
hace 1 día
We are seeking a seasoned Help Desk Operations Manager to oversee queue operations and drive efficiency.
The ideal candidate will have 3+ years of experience in help desk roles or related fields, with a proven track record of superior quality scores and consistent performance metrics. Proficiency in Excel and Google Sheets is also essential.
Key Responsibilities:
- Manage the entire case process from initiation through resolution
- Assign cases based on initial response SLA, case priority, and support tier
- Review and refine case handling processes while identifying any discrepancies
- Transfer cases among agents when needed
- Communicate incidents related to operations or specific agents to Team Leads or Team Managers
Requirements:
- 3+ years of experience in help desk roles or related fields focused on queue management
- Exhibit superior quality scores and consistent performance metrics
- Proficiency in understanding performance metrics
- Capability to use Excel and Google Sheets effectively
- Familiarity with ITSM frameworks with a comprehensive understanding of ITIL
Nice to Have:
- Background in workforce management
What We Offer:
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning, and more
- English classes with a certified teacher
- Support for employee's initiatives (Algorithms club, toastmasters, agile club, and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams, and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13% employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
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