It Team Leader (Guadalajara)

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

Responsibilities

• 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 requests and conduct interviews
• Work with HR and support groups to improve employee retention and satisfaction
• Provide in‑person feedback to reporting agents on a daily basis regarding ticket hygiene and operational/procedural hygiene
• Conduct root cause analysis, tracking and reporting of escalation and SLA misses
• Attend change meetings and analyze potential impact to Service Desk operations
• Perform 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

Qualifications

• Any Graduate or pursuing last year of Graduation
• A+ Certified (preferred)
• Technical troubleshooting with Point of Sales – 2 years (preferred)
• Language: English (required)
• License/Certification: A+ (preferred)
• Pay: Up to $32,****** per month
• Work Location: In person – rely on commuting to or relocating for Italia Providencia, Guadalajara, Jalisco
• Job ID: #J-*****-Ljbffr