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Front Desk Supervisor
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Barcelona, España Belmonte Group A tiempo completoThe Front desk Supervisor will provide the best in house guest experience to visitors, employees and brands when in our Management Offices.He /She is part of the hospitality team within the space and closely work with all the teams.He / She is responsible to look after all employees request and the daily duties and running of the Offices.Working to and in...
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Front Desk Supervisor |
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Barcelona, España Belmonte Group A tiempo completoThe Front Desk Supervisor will provide the best in-house guest experience to visitors, employees, and brands when in our Management Offices.He/She is part of the hospitality team within the space and closely works with all the teams. He/She is responsible for looking after all employees' requests and the daily duties and running of the Offices.Working to and...
Service Desk Supervisor
hace 3 meses
vMOX is growing We are seeking a bilingual (English/Spanish) Service Desk Supervisor to join our team in Barcelona, Spain The Service Desk Supervisor for vMOX is responsible for providing day-to-day support and oversight to the Service Desk staff including monitoring, training, coaching, and supporting agents to provide a world class experience to our growing list of customers. Essential Functions: Develop appropriate Service Management processes, policies, procedures, and work plans. Serve as a point of escalation for our call center staff and client services team members, providing triage (troubleshoot, diagnose, and resolve problems with wireless devices including hardware, operating systems, applications, and changes to wireless carrier service) and support to drive issues to resolution. Provide instructions to new and existing employees on changes to features, capabilities, and policies of systems used (both hardware and software) and assists employees with utilizing application software to meet their needs. Develops required user documentation to support this function. May include teaching of classes. Track, analyze and monitor ongoing SLAs and metrics for agents, queues, and customers and report back to the Sr. Director of Operations and other members of leadership with actions to address issues, where necessary. Aid in the overall management and operation of the service desk operation for vMOX as well as the services and SLAs provided to our customer's and their end users. Identify and collaborate with internal stakeholders to implement methods of improving efficiency and increase the employee and customer experience. Coordinate with Service Delivery Managers, technical documentation team, and customers to create and maintain updates to knowledge base documentation and standards for employees. Stay current on device technology changes, new carrier offerings, and cell phone releases. SUPERVISORY RESPONSIBILITIES Manage, develop, coach/mentor direct reports to include performance management including establishing standards of performance, developing priorities, and setting goals. Meet one-on-one with assigned staff to discuss best practices, standards, and overall development. Assist Operations Director with hiring. Staff the automated Service Desk function, ensuring that user requests are effectively resolved either directly or by assignment to the appropriate technical staff, maintains the Service Desk software, and notifies the Service Desk Manager of service issues. Train a team on navigating the vMOX portal, walking users through the process of ordering devices, understanding their wireless bill, and training them on system functionality and features. Training all new team members on our tools, applications, and processes. Build and maintain schedules for the Service Desk staff, ensuring staff is available to meet customer demand. Non-Essential Functions: Perform Quality assurance call screenings to evaluate the quality of the Service Desk agents. Provide actionable data to various internal stakeholders, as needed. Perform other related duties as assigned. Qualifications: Work Experience Fluent in English and Spanish Minimum of three years' experience in a computer science, information technology, specifically related to wireless device, hardware, software and connectivity support. One year experience in a supervisory role or experience and education to substitute. Extensive experience in training call center personnel, both remotely and in office. Experience in designing and implementing call center quality assurance and training programs. Impeccable customer service skills. Exceptional documentation skills and the ability to comprehend and train on complex concepts easily. A strong foundation of knowledge around wireless technical support, hardware and software troubleshooting, Mobile Device Manager (MDM) configuration and setup. A keen eye for identifying issues in service delivery and the ability to provide solutions to management to address. #J-18808-Ljbffr
