Service Desk Agent Team Leader (Guadalajara)

RequirementsMinimum 1 year experience as a customer representativeMust reside in Guadalajara to be considered (this is an onsite position)Fluent English (Spoken/Written)Previous experience as Manager or Team LeaderResponsibilitiesServe as the main SD escalation point for the ClientMonitor day to day service desk operationsListen for concerns and identify areas requiring further attention from the management teamCommunicate all issues immediately to Service Desk TeamMonitor ticket queues and ensure tickets are being followed up on per client and agreementsMonitor agent performanceMonitor calls for all assigned agents to ensure standards are being metWork with all assigned agents to ensure individual SLA/KPI goals are being metAid in identifying Knowledge gaps or areas of improvementCapture and organize knowledge in a knowledge management system to address specific business Incidents and RequestTrain any new hires joining the team and provide Uptraining to current teamBenefitsSalary b...