Team Lead It Help Desk Analyst (Spanish Language)
CurrentResponsibilities: • Manage and motivate the Spanish service-delivery team to provide first-class telephone and e-mail support to the growing customer base. • Initiate and foster continuous improvement process (root cause/problem solving)• Prioritize, respond, and maintain the compliant management process.• Participate in new hire interviewing and the candidate selection process.• Quality management (preparing for audits and/or Operations Maturity standards). • Maintain team communication, conduct team meetings and huddles to discuss on key updates/issues/findings as per the root cause.• Training new Spanish resources / conduct refresher as per the business requirement.• Set clear objectives to evaluate progress and instill a high-performance culture with a focus on teamwork, service excellence and ownership for resolving customer issues.• Cascade business objectives and targets to the team and develop a culture of continual improvement. Audit and maintain trackers to ensure there is no backlog of day-to-day deliverables. • Remain aware of new product developments and provide input to the business on customer service and support challenges.• Close liaison with client including customer services, service delivery.
