Service Desk Manager
hace 16 horas
Service Desk Manager is responsible for providing quality and efficient customer service experience to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs.
General Accountabilities
- Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner and meet all monthly customer Service Level Agreements.
- Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Provides statistical and performance feedback and coaching on a regular basis to each team member.
- Writes and administers performance reviews for skill improvement.
- Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
- Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
- Ensures employees have appropriate training and other resources to perform their jobs.
- Addresses disciplinary and/or performance problems according to company policy.
- Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
Job Qualifications
Education- Bachelor's degree in computer science or related field
- ITSM certification preferred, ITSM foundation training required.
- 3-5 years of Customer Service and/or Team Lead experience.
- Excellent project management and time management skills. - Ability to work creatively and analytically in a problem-solving environment. - Good performance management skills including feedback techniques. - Proficient in Microsoft Office product suite. - Fluent English language skills required.
- Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realize value - Excellent verbal and written communication. - Excellent meeting facilitation skills, including teleconference and web conference.
Need More Info?
- What people say about us?
Healthcare, dental, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus
PTOsVacation, Sick, Holiday, and paid leaves
Save on commutePaid office parking
Discount ProgramsMedical related discounts
Prime locationIn the heart of Puebla, with views of Popocatepetl volcano, restaurants and amenities close by
Sponsored EventsTeam social events, Holiday dinner
Sport ActivityJoin your colleagues in various sport activities in the area
Eat & DrinkEnjoy a kitchen stocked with drinks, coffee, and snacks free of charge
-
Service Desk
hace 15 horas
Puebla, Puebla, México Pellera Technologies Mexico A tiempo completoThe Customer Service Desk Agent is responsible for providing quality and efficient customer service to customers through technical and quality sound phone calls and tickets daily, as well as various tasks assigned to the agent.General AccountabilitiesMaintains daily communication with the team and hits productivity standards.Receive incoming customer calls,...
-
Service Desk Team Lead
hace 15 horas
Puebla, Puebla, México ExactlyIT A tiempo completoPuebla, MexicoA Service Desk Team Lead manage a team of service desk consultants to ensure optimal and exceptional delivery and control with the objective of achieving or exceeding customer service level agreements (SLA's) in the most cost-effective manner.General AccountabilitiesManages customer satisfaction and retention of clients by improving customer...
-
Service Desk Agent
hace 16 horas
Puebla, Puebla, México T-Systems México A tiempo completoVacante: Agente de Service DeskCarrera: Licenciatura o Ingeniería en Sistemas Computacionales o afínDisponibilidad de horario (rol de turnos).ResponsabilidadesAtender llamadas, correos electrónicos y chats de clientes para ofrecer soporte técnico de primer nivel.Registrar y documentar incidentes, requerimientos, cambios y transportes en el sistema de...
-
IT Service Desk Specialist, Puebla Mexico
hace 16 horas
Puebla, Puebla, México System Soft Technologies A tiempo completoJob Description – IT Service Desk Specialist, PueblaSystem Soft Technologies is a leading technology company that provides innovative technical solutions and consulting services to enhance innovation, business value, and competitiveness. For over 24 years, our focus on becoming a trusted partner to each client has allowed us to become a $230MM+ company...
-
Jr Project Manager
hace 14 horas
Puebla, Puebla, México Converge Technology Solutions Corp. A tiempo completoPosition Overview:TheJunior Project Managersupports the planning, coordination, and execution of small to medium customer-facing IT engagements. This role works closely with Project Managers, Service Managers, and technical teams to ensure projects are delivered on time, within scope, and with high customer satisfaction.This is anindividual contributor...
-
Logistics/Transportation Manager
hace 14 horas
Puebla, Puebla, México NA Freight Forwarding Inc A tiempo completoJob Title: Operations Manager, MexicoLocation: Puebla, PueblaShift Time: 9:00am to 6:00pm (In-Office)Terms: Permanent Full-TimeSalary: Competitive, based on experienceReports To: Sales Manager, MexicoAbout Us: North American Freight Forwarding is a Canadian based company specializing in logistics services with specific strength in warehousing and...
-
Hostess
hace 14 horas
Puebla, Puebla, México RESTAURANTE LA ESTANCIA ARGENTINA A tiempo completoEstamos contratando: HostessLa Estancia Argentina Angelópolis (Vía Atlixcáyotl)Requisitos:Experiencia de 2 año trabajando en restaurantes Fine Dining, Customer Service, Front desk.Comunicación verbal y excelente presentación, capacidad para desarrollar habilidades PR.Carrera Técnica o licenciatura en curso.Ofrecemos sueldo base y servicio de...
-
Network Operations Center Manager
hace 15 horas
Puebla, Puebla, México Pellera Technologies Mexico A tiempo completoThe purpose of a NOC Manager is to ensure high-quality operations within the Network Operations Center by following our quality assurance practices, optimizing workflows, monitoring performance metrics, and fostering team efficiency to deliver reliable IT services and minimize downtime.Job responsibilities that are specific to the position:PeopleSet goals,...
-
Network Operations Center Manager
hace 16 horas
Puebla, Puebla, México ExactlyIT A tiempo completoPuebla, MexicoMain Purpose of the Role:The purpose of a NOC Manager is to ensure high-quality operations within the Network Operations Center by following our quality assurance practices, optimizing workflows, monitoring performance metrics, and fostering team efficiency to deliver reliable IT services and minimize downtime.Job responsibilities that are...
-
Advertising Account Manager
hace 15 horas
Puebla, Puebla, México NexLaunch A tiempo completoNexLaunch, a fast-growing digital marketing agency, is seeking a skilled Paid Traffic Specialist to join our team. We specialize in delivering outstanding value and service to intentionally and predictably transform ice-cold prospects into leads, sales, advocates, and promoters.We are looking for a results-driven freelancer who is confident in managing...
