Global Service Desk Manager
Belen, Heredia
hace 9 días



  • Responsible to provide stellar Customer Service to all Align Internal customers - globally.
  • The first point of contact for all production issues and initiate / follow-up on the standard incident process.
  • Identify potential operational problems and implement solutions. Plan / implement process to improve efficiencies & effectiveness.
  • Implements process improvements, procedures, and strategies to maximize the effectiveness of individual and overall operations.

    Reduce the complexity of processes by automation and self-service initiatives.

  • Identify and implement continuous process improvements and quality based on analysis from call center stats (call / order ratio, service level, abandonment rate, etc.
  • Manages analysis of call center information and operational problems including production schedules, staff productivity levels, long-term staffing needs.

    Manages analysis of call center information and operational problems including production schedules, staff productivity levels, long-term staffing needs.

  • Collaborates with ITIO management team to plan and achieve department goals and objectives. Gaining global partnership, coordination, and collaboration among the support teams.
  • Establish, implement and maintain SLA / KPI reporting internally and company-wide as it relates to the ServiceDesk.
  • Coordinates the design, assembly, analysis, maintenance and distribution of Key Performance Indicator (KPI) reports and dashboards.
  • Establish and maintain customer / client satisfaction surveys. Identify and implement processes to increase customer satisfaction.
  • Develops and implements the appropriate performance measurements for customer / client to increase satisfaction and decrease inefficiencies.

  • Past experience at leading a ServiceDesk and / or Call Center
  • Demonstrated professionalism including exceptional skills at leading, planning, organizing, and controlling. Ability to attract and retain top-
  • quality talent. Ability to partner effectively with IT and business management. Ability to work seamlessly between strategic and tactical levels of operation.

  • Must have extensive background or exposure to business processes and technology best practices.
  • Excellent verbal and written communication skills; ability to analyze and solve problems; ability to prioritize and organize.
  • Demonstrated skill in communicating with both business and technical partners.

    Demonstrated experience in identifying and implementing process improvements in a call center environment while working and coordinating with the Global SR CI resource in ITIO.

  • Strong project management skills. Able to lead projects to successful completion.
  • Solid knowledge and understanding in the forecasting of call volumes and the managing of historical call volume data. Solid knowledge in use of workforce planning software, telephone switch data tracking software, and automated queue monitoring and call routing software.

    Strong ability to analyze pertinent statistical data and other information to formulate decisions and recommend solutions.

    Strong analytical and problem-solving abilities. E


  • Bachelor's Degree or Higher. Major in Computer Science, Business or Management Information Systems preferred.
  • ITIL foundations or higher certification desired.
  • Strong people management experience required.
  • Three or more years of experience in Service Desk support required with increasing degree of responsibility.
  • Three or more years of call center operations management experience required.
  • Three or more years of experience working with statistical analysis desired.

  • Bilingual Englis - Spanish

  • Must be able to work flexible hours, regular schedule M-F. Some travel required.
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