Desktop Support Senior Associate (Guerrero)

Overview

We are currently seeking a Helpdesk Senior Associate to join our team in Guadalajara, Jalisco, Mexico.

Responsibilities

• Facilitates quality management within specific teams under supervision; performs periodic quality audits and quality controls; runs quality reports and provides insights from analytical data. In Service Desks operating in Hybrid/Return to office model, monitors agent calls with attention to customer experience and technical/functional excellence. Provides on-the-floor support and facilitates development of agents\' technical knowledge and customer interaction skills through targeted training programs and activities, continually raising the bar for quality and service levels. Collates and publishes metrics data related to the quality management system for specific teams.
• Conducts internal contact audits of Service Desk agents on determined channels using predefined audit criteria; ensures findings are logged and tracked to closure. Coordinates with stakeholders such as the Service Desk Operations team and training, and provides inputs from audit results for agent and account performance improvement. Provides feedback to the agent periodically on performance and tracks progress.
• Generates status dashboards and ensures data accuracy in tools such as MS Excel and other platforms.
• May perform ad-hoc tasks and activities for projects initiated by stakeholders.
• Identifies gaps in quality of work delivered and implements or recommends remediation.
• Makes amendments to tools, templates, and dashboards.