Service Desk Supervisor [Mexico]

 

Overview:

About the company

The Functionary has brilliant and passionate people with the energy and ambition to succeed! If you are ready to make an immediate impact and you want to work with the best, then The Functionary may be the place for you.

The Functionary is a leading provider of business process support services to consumers, small businesses, mid-market, and enterprise customers. The Functionary partners with retailers, OEMs, and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices, and cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it.

Summary of the position

The Service Desk Supervisor oversees a team providing both technical and nontechnical customer support via phone,
email, and chat to end users within a call center environment ensuring that service levels are achieved in line with
contracts and that customers’ expectations are met or exceeded. This position has direct management responsibilities.

Responsibilities:

• Responsible for performance evaluations and related compensation recommendations, discipline, training of

assigned staff to ensure operational effectiveness of group. (including but not limited to completing
appropriate documentation, new employee paperwork submission, account creation requests, equipment
distribution and tracking, quarterly reviews, review and maintenance of weekly performance reports)

• Monitoring of daily, weekly and monthly performance objectives, SLA monitoring and reporting
• Manages the activities and personnel associated with providing technical services to internal and external

customers

• Facilitates and participates in employee team meetings
• Provide call statistics to Service Desk Manager/Director on daily, weekly and monthly accomplishments.

Respond to ad hoc requests for statistics from customer management and/or support partners

• Perform quality assurance functions. Duties include defining service desk staff requirements, performing

agent call monitoring, ticket review and measured feedback

• Serve as a liaison for Service Desk customers ensuring process, work flows, and run books are followed
• Plans, implements, and monitors the workflow process to escalate support calls.
• Assists with agent and customer on-boarding
• Maintains staffing schedule using work force management software
• Maintains and documents call center specific applications
• Participate in leader on-call role
• Works closely with training department to create and deliver staff training
• Problem management of critical customer incidents, associated to customer communication, activities and

provide any appropriate escalations

• Create a positive customer support experience and build strong relationships
• Ensure timely resolution or escalation, communicate promptly on progress, and handle customers with a

professional attitude

• Create additional training material and add to the department knowledge base
• Delivery of training to service desk analysts
• Act as a subject matter expert and team escalation point
• Create and provide information about incidents analysis and KPIs
• Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly
• Meet goals and KPIs as set by the line manager
• Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to

provide a more effective and efficient service to customers

• Ensure that the Denali Advanced Integration Mission and Vision, strategy and business plan are understood

by all the team

• Review aspects for improvement with own practices and processes and ensure that communication takes

place across the whole area of responsibility

• Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure

that these ones are continually improving and produce business cases to support team activities

• Attend customer meetings representing Denali Advanced Integration

Qualifications:

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Developmen

 

.