Tata Consultancy Services is an IT services, consulting and business, ensuring a level of certainty no other firm can match. TCS offers a consulting-Lead, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. This is delivered through its unique Global Network.

Requirements:

• Minimum 1 year experience as a customer representative
• Must reside in Guadalajara to be considered (this is an onsite position)
• Fluent English (Spoken/Written)
• Previous experience as Manager or Team Leader

Description:

•     Serve as the main SD escalation point for the Client

•     Monitor day to day service desk operations

•     Follow and Apply Improvement Plans to meet performance goals

•     Listen for concerns and identify areas requiring further attention from the management team

•     Communicate all issues immediately to Service Desk Team

•     Monitor ticket queues and ensure tickets are being followed up on per client and agreements

•     Monitor agent performance

•     Monitor calls for all assigned agents to ensure standards are being met

•     Work with all assigned agents to ensure individual SLA/KPI goals are being met

•     Aid in identifying Knowledge gaps or areas of improvement

•     Capture and organize knowledge in a knowledge management system to address specific business Incidents and Request.

•     Train any new hires joining the team and provide Uptraining to current team.

We offer:

• Salary based on experience.
• Above law benefits: Food vouchers, Private medical insurance, Life Insurance, 30 days of Christmas Bonus in December