Service Desk Agent Team Leader
hace 1 semana
Tata Consultancy Services is an IT services, consulting and business, ensuring a level of certainty no other firm can match. TCS offers a consulting-Lead, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. This is delivered through its unique Global Network.
**Requirements**:
- Minimum 1 year experience as a customer representative
- **Must reside in Guadalajara to be considered (this is an onsite position)**:
- Fluent English (Spoken/Written)
- Previous experience as Manager or Team Leader
**Description**:
- Serve as the main SD escalation point for the Client
- Monitor day to day service desk operations
- Listen for concerns and identify areas requiring further attention from the management team
- Communicate all issues immediately to Service Desk Team
- Monitor ticket queues and ensure tickets are being followed up on per client and agreements
- Monitor agent performance
- Monitor calls for all assigned agents to ensure standards are being met
- Work with all assigned agents to ensure individual SLA/KPI goals are being met
- Aid in identifying Knowledge gaps or areas of improvement
- Capture and organize knowledge in a knowledge management system to address specific business Incidents and Request.
- Train any new hires joining the team and provide Uptraining to current team.
**We offer**:
- Salary based on experience.
- Above law benefits: Food vouchers, Private medical insurance, Life Insurance, 30 days of Christmas Bonus in December
Pay: From $20,000.00 per month
**Language**:
- English (required)
- French (required)
Work Location: In person
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