Monitoring Team Lead
hace 2 meses
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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