Team Leader

**Who are we looking for?**- Expert in analytical skills- Effective Business Communication- Coaching skills- Operations Management- SLA Management- MS Office- Operational knowledge of contact center platform and ITSM tool- Performance Management skills- Conflict management skills- Capacity management- Presentation skills- Training need identification**Technical Skills**:- Client Technical Service Awareness - Intermediate- Technical Troubleshooting - Retail systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers, etc - Advanced- Technical Troubleshooting - Account Management/password reset - Advanced- Technical Troubleshooting - OS - Advanced- Technical Troubleshooting - End Devices - Advanced- Ticketing Tool - Advanced- MS Office - Advanced- Contact center platform operating skills - Expert- Contact center platform reports - Expert- Networking concepts - Intermediate- Client Process Knowledge - Advanced- DMAIC Methodology - Advanced- Client Business Awareness - Advanced- Telephone etiquette - Expert- Customer service skills - Expert- Knowledge Base Navigation Skills - Expert- Analytical skills - Expert- Operations Management - Advanced- SLA Management - Advanced- Effective Business Communication - Expert- Decision Making Skills - Advanced- Measuring Performance/Performance Management Skills - Expert- Coaching for Success - Advanced- Motivating Others - Expert- Conflict Management Skills - Advanced- Patience - Advanced- Managing Stress - Advanced- Positive attitude to change - Advanced- Attitude to feedback/willing to learn - Advanced- Relating to Others - Advanced- Influencing Others - Advanced- Team Player - Expert- Insight into the Customer's Mindset - Advanced- Solution Based Approach - Expert- Follow Through - Advanced- Personal Credibility - Advanced- Self-Development - Advanced- Result Focus - Expert- Drive to Win - Advanced- Recognize Efforts - Expert- Approachability - Advanced- Dealing with Fairness - Expert- Fostering Teamwork - Expert**Process Skills**:- Supervise and review Service Desk activities- Review and ensure compliance to standards like PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams- Place hiring request and conducting interviews- Work with HR and support groups to improve employee retention and satisfaction- In-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygiene- Root cause analysis, tracking and reporting of escalation and SLA misses- Attend change meetings and analyze potential impact to Service Desk operations- Performance appraisal and normalization- Participate in calibration and collaboration meetings with support function leads- Conduct new hire technical and account specific training based on the requirements- Create, maintain and update account training plan- Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring- Prepare Score Cards and discuss and share feedback around improvement areas- Identify top performers and nominate for Rewards and Recognition and appreciation- Monitor ticket ageing reports and drive team members to work on ageing tickets- FCR analysis - find out controllable resolution errors that could have been resolved at L1**Behavioral Skills**:- Ability to work with team members with 100% co-ordination.- Ability to adopt change and shape as per technology along with change in project.- Outstanding organizational and time management skills- Ability to multitask and prioritize daily workload- Positive attitude with good communication- Highly motivated and self-learner**Qualification**:- Any Graduate or pursuing last year of Graduation- A+ Certified**Salary**: $35,000.00 - $40,000.00 per monthAbility to commute/relocate:- Guadalajara, Jal.: Reliably commute or planning to relocate before starting work (required)**Language**:- English (required)License/Certification:- A+ (preferred)