Monitoring Team Lead

hace 2 meses


Santiago de Querétaro, Querétaro de Arteaga, México Sg Monitoreo A tiempo completo

Job Overview: As a Monitoring Supervisor at Sg Monitoreo, you will be responsible for leading and managing service delivery in our 24/7 monitoring center. This role is crucial in ensuring our team of analysts meets established quality and service standards.

Key Responsibilities:

  • Supervise and guide monitoring analysts during each shift to maintain service quality.
  • Regularly verify the correct implementation of FIP procedures according to service standards.
  • Conduct quality checks on event classifications to ensure accuracy and compliance.
  • Coordinate and deliver training for new analysts, as well as refresher training for existing staff.
  • Review and update operational documents and protocols.
  • Manage incidents and tickets related to the monitoring center.
  • Administer and manage access privileges to monitoring tools for analysts.
  • Propose improvements in tracking and service delivery processes.

Requirements:

  • Education: Bachelor's degree completed.
  • Experience: Previous experience in a monitoring center or customer service, ideally in a supervisory role.
  • Skills and Knowledge:
    • Strong leadership and communication skills.
    • High attention to detail and organizational skills for a demanding environment.
    • Experience with monitoring tools and management software.
    • Ability to implement and supervise service quality standards.
    • Skills in team coordination and training.

We Offer:

  • Initial and ongoing training in advanced monitoring systems.
  • Professional growth opportunities in a collaborative and dynamic work environment.
  • Benefits that exceed legal requirements.

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