We are looking to recruit a talented Senior Help Desk Specialist to manage queue operations effectively.In this capacity, you will oversee monitoring activities, handle agent queue assignments, and ensure compliance with SLAs, SLOs, and KPIs. Your responsibilities will also include generating and overseeing daily reports, setting objectives and timelines for each case, and mentoring agents in managing their time and cases to enhance efficacy. You will directly report to Team and Program Managers and work collaboratively with different teams involved in the project.RESPONSIBILITIESManage the entire case process from initiation through resolutionAssign cases based on initial response SLA, case priority, and support tierReview and refine case handling processes while identifying any discrepanciesTransfer cases among agents when neededCommunicate incidents related to operations or specific agents to Team Leads or Team ManagersSupervise multiple agent queuesPrepare transition reports for cases moved to alternative sites or regionsUtilize and update documentation and tools regularlyHost periodic meetings with Team Leads and Team ManagersREQUIREMENTS3+ years of experience in help desk roles or related fields focused on queue managementExhibit superior quality scores and consistent performance metricsProficiency in understanding performance metricsCapability to use Excel and Google Sheets effectivelyFamiliarity with ITSM frameworks with a comprehensive understanding of ITILBackground in internal procedures and utilization of toolsAdvanced proficiency in English, both verbal and writtenNICE TO HAVEBackground in workforce managementWE OFFERCareer plan and real growth opportunitiesUnlimited access to LinkedIn learning solutionsInternational Mobility Plan within 25 countriesConstant training, mentoring, online corporate courses, eLearning and moreEnglish classes with a certified teacherSupport for employee's initiatives (Algorithms club, toastmasters, agile club and more)Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)Flexible work schedule and dress codeCollaborate in a multicultural environment and share best practices from around the globeHired directly by EPAM & 100% under payrollLaw benefits (IMSS, INFONAVIT, 25% vacation bonus)Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)13 % employee savings fund, capped to the law limitGrocery coupons30 days December bonusEmployee Stock Purchase Plan12 vacations days plus 4 floating daysOfficial Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more#J-18808-Ljbffr