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    First Line Manager - Mexico City, México - Teva Pharmaceuticals

    Teva Pharmaceuticals
    Teva Pharmaceuticals Mexico City, México

    Encontrado en: Talent MX C2 - hace 5 días

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    Descripción

    The opportunity

    IT Services and Support is looking for an experienced First Line Manager (FLM), Global Workplace Support Services to lead the Customer Experience team that supports the IT service desk team providing L1 support consistently across Teva. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities in a fast paced and growing environment. You should be an expert in IT End User Services processes and related technologies.

    In your journey with us, your prime responsibilities are:

  • People Management - Manage and lead the agents and subject matter expert(s) aligned to him / her, placed in 2-3 time zones / locations; Performance Management of the team.
  • Operations Management - Responsible for all aspects of day-to-day operations of the team aligned to him / her with respect to (but not limited to) call handling, response and resolution, introduction of new services, workload monitoring and management, performance against service level targets, quality control, call handling, training, education, knowledge management, escalations and continual service improvement
  • Controls & Compliance - ensure all activities performed by his / her team are compliant with policies, standards, and processes.

    • How you'll spend your day

  • People and Team Management
  • Lead, Coach & mentor a team consisting of Agents & Subject Matter Expert(s)
  • Provide monthly feedback on performance to team members
  • Provide feedback to the team members with respect to any concerns or improvement opportunities
  • Operations Management
  • Responsible for maintaining desired level / score(s) & enhancing End User Customer Satisfaction score, Agents' Quality Tele - Monitoring score(s) and Agents' Communication skills / score
  • Provide hands-on assistance, share information proactively and troubleshoot for your team in case of problems, both, through direct intervention and mentoring and effectively delegate responsibility.
  • Ensure quality reporting and work with Operations Manager to build a highly effective measurement and reward systems based on empirical data.
  • Controls and Compliance
  • Ensure team's activities conform to controls and the operation is audit ready
  • Drive audit readiness of the entire service delivery operation

    • Your experience and qualifications

  • Strong understanding of ITIL (IT Infrastructure Library) foundation, Six Sigma & Agile practices
  • Six Sigma Green Belt trained (preferably certified)
  • Knowledge of Quality Tools, Systems and Processes
  • Expert working knowledge on Microsoft Applications - PowerPoint, Excel, MS-Project
  • Basic Knowledge on MS-Outlook and MS-Exchange, Networking (VPN/Connectivity Issues), Internet Security, Windows, Mac O/s (Basics), Android, iOS, MS-Teams, Webex, Slack, O365
  • Experience with ServiceNow or similar Incident Management Tool
  • Experience and Knowledge of Staffing and Scheduling tool(s) like Avaya Workforce Optimization Suite
  • Experience with working in a pharma / Biotech / GxP environment is preferred
  • Bachelor's Degree in computer science, Engineering, or related discipline with an IT certificate / diploma
  • Quality Certification will be considered as an advantage
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