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    • Team Leader - Guadalajara - Mphasis Digital Risk

    Mphasis Digital Risk
    Mphasis Digital Risk Guadalajara

    hace 2 semanas

    Default job background
    Descripción

    Job Description

    We are looking for a highly skilled professional to join our team as an Operations Manager. The ideal candidate will possess strong analytical skills, effective business communication, and coaching abilities.

    Key Responsibilities:

    • Supervise and review Service Desk activities to ensure compliance with standards such as PCI, ISO, ISMS, and BCMS.
    • Place hiring requests, conduct interviews, and work with HR and support groups to improve employee retention and satisfaction.
    • Provide in-person feedback to reporting agents on ticket hygiene and operational/procedural hygiene.
    • Analyze root cause of escalations and SLA misses, and track and report on results.
    • Participate in calibration and collaboration meetings with support function leads.
    • Conduct new hire technical and account specific training based on requirements.
    • Create, maintain, and update account training plans.
    • Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring.

    Requirements:

    • Expert-level analytical skills
    • Effective business communication skills
    • Coaching skills
    • Operations management experience
    • SLA management expertise
    • Technical troubleshooting skills for retail systems and ITSM tools
    • Strong knowledge of contact center platforms and networking concepts
    • Excellent time management and organizational skills
    • Ability to multitask and prioritize daily workload
    • Positive attitude with good communication skills

    Preferred Qualifications:

    • A+ certification
    • Any graduate or pursuing last year of graduation

    Location:

    Guadalajara, Jal.

    Language:

    English (preferred)

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