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Service Desk Supervisor
hace 3 semanas
Job Summary:
The Service Desk Supervisor (SDSUP) responsibility is to oversee the Service Desk resources and ensure that the end-users are receiving the appropriate assistance. The SDSUP will ensure the optimum operation of the Service Desk and Service Desk Analysts, including scheduling, performance reviews, monitoring of performance and reporting of KPIs as defined by the business and/or the client.
**Responsibilities**:
- Service Desk Lead & Agent Performance Monitoring & Reporting
- Monitor and assure that all Service Support KPIs and metric targets are met
- Manage retention and Turnover for assigned team
- Work with manager to achieve company objectives and goals using Auxis best practices ITIL framework and tools
- Provide general leadership for the team, providing expert and creative guidance and mentoring for the Service Desk Leads and agents
- Assist Agents, Teams Leads, and COE to fulfil their potential via coaching, performance management, and staff development
- Assist in the management of resource schedules and time
- Work on cross-training and succession plans for the resources
- Aid in the recruiting process by performing interviews and assisting in the resource selection
- Comply and adhere to Auxis operational processes and security policies
- Ensure Incident and Request Queue Management is being carried out effectively and efficiently and in adherence with all OLAs and SLAs (Service Level Agreements).
- Support the transitions on new accounts, products, and processes, along with the Project Management team and the Client.
- Propose to CSM (Customer Success Managers) and client improvement solutions for the business
- Attending all operational and project (ad-hoc) related scheduled meetings as required.
Skills and Experience:
- English-Spanish Language (Oral and Writing 90% or higher), (C1 or above is a must)
- University Degree in Business Administration, Industrial Engineering, Information Technology, or related fields, or a minimum of 5 years' experience leading Service Desk teams. (Must)
- Intermediate-Advanced Excel and reporting skills (Highly desired)
- ITIL Certified.
- Must have a minimum of 3 years of experience working in a shared services environment, managing multiple accounts
- Experience managing team performance metrics and presenting results to upper management (Must)
- Strong Project Management, Training, and Customer Service Skills
- Solid understanding of Quality Assurance processes for Customer Service Operations
- Experience Working in a team-oriented, collaborative environment
- Able to travel outside of Costa Rica
- Basic Understanding of Call Center Technologies
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