Supervisor de Equipe Trilíngue (Inglês / Espanhol / Português)
Responsabilidades Principais:
- Gestão de Equipe: Liderar, motivar e desenvolver uma equipe multicultural e trilíngue, garantindo alta performance e engajamento.
- Planejamento e Organização: Definir metas, acompanhar indicadores de desempenho (KPIs) e assegurar cumprimento dos prazos e padrões de qualidade.
- Comunicação Multilíngue: Atuar como ponto de referência para comunicação em três idiomas (ex.: Português, Inglês e Espanhol), garantindo clareza e alinhamento entre equipes internas e clientes.
- Relatórios e Análises: Elaborar relatórios gerenciais, analisar métricas e apresentar resultados para a liderança.
- Atendimento ao Cliente: Apoiar em negociações e interações estratégicas com clientes internacionais, assegurando excelência no relacionamento.
1.1 Service Desk Team Lead.
Responsibilities & Qualifications
Responsibilities
- Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc.
- Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered to
- Monitor performance targets to ensure adherence and review and measure targets
- Produce statistics and management reports
- Represent the service desk at meetings
- Take responsibility for staff training and business awareness
- Communicate with and form relationships with senior management
- Play an active role in the Service Desk related change management process
- Assist Analysts & the first line team when call volumes peak or when additional expertise is required
- Monitor, moderate, and create process documents and regularly check for adherence to these processes through call and ticket monitoring
- Play a proactive role in defining targets and service levels as per the SOW and business requirements
- Identify potential areas for improvement
Qualifications
Experience – Essential
- Minimum Qualification – Graduate
- Experience – 2-5 Years
- English Speaking
Experience – Desirable
ITIL Service Operations
Skills and Knowledge Must have excellent domain knowledge
- Should have the maturity and experience to manage his/her team members and serve as a strong second line
- Should have the required expertise and analytical skills to provide strategic process improvement inputs - (operaional excellence)
- Ownership on Quality performance of delivery
- Should be open to work 24/7
- To own, drive and develop the team members for being effective in their role
- Need to work towards enhancing the customer experience and overall service delivery
- Meeting client expectation and process metric
- Excellent Verbal and Written communication Skills
Tipo de vaga: Efetivo CLT
Pagamento: R$5.000,00 por mês
Benefícios:
- Auxílio-creche
- Auxílio-internet
- Convênios e descontos comerciais
- Seguro de vida
- Vale-alimentação
- Vale-transporte
Experiência:
- Gestão de Equipe de Atendimento Técnico em TI? (Preferencial)
Idioma:
- Inglês (Obrigatório)
- Espanhol (Obrigatório)
