Call Center Supervisor (IT Account)

Job Description & Responsibilities:

•Manage a team of ServiceDesk staff
•Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results.
•Help team members meet goals and deliverables via regular feedbacks and encouragement
•Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning
•Manage all administrative tasks related to employees (Timesheet, Leave updates, mandatory training compliance, etc)
•Headcount & Financial planning
•Create and manage Contingent worker records
•Work with Human Resources staff to recruit, interview, select, hire, and employ the right talent
•Maintain quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.Improve Operational Performance by streamlining processes
•Collaborate with support functions to analyze and implement CSI actions.
•Represent the business on client/stakeholder/project meetings
•Contribute towards strategic business decisions in line with organizagtional goals
•Ensure a safe and secure work environment.
•Comply with all HR policies and procedures.
•Flexible to work in different shifts; 
•Proficiency in English and Spanish Language (Read/Write/Speak/Understand)

Requirements:
•Min. Qualification : Graduate in any stream, post graduate in Business Administration will be an added advantage
•Min. Experience : 6 years
•Certifications Required: ITIL preferred

Perks: 

  • Birthday off.
  • WFH
  • Private medical plan.
  • Referral bonuses.
  • Top Performance recognition.
  • Discounts with affiliated universities, financial companies and hotels. 

 

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