.**Descripción**Koch Global Solutions (KGS) is the global problem solver of business needs for Koch Industries. We serve more than 120,000 employees worldwide and partner with 11 Koch companies from a diverse number of industries; from making fabric to manufacturing cell phone components. Since 2003 Koch has invested over $80 billion in acquisitions and other capital expenditures and are proud to reinvest more than 90% of our earnings back in to our companies. Our culture is defined by the Principle-Based Management philosophy which guides everyday decision making and provides employees with opportunities to contribute and personally benefit from the value they create.Koch Global Solutions (KGS) has an exciting opportunity to be part of our rapidly expanding LATAM HR Solutions Center in Guadalajara, Jalisco! Join the team early and be part of growing and building out additional HR and IT capabilities that will support all Koch Industries employees in the region!**What You Will Do In Your Role**- Effectively lead and direct the work of HR/IT customer service professionals. Create a positive team environment and provide ongoing guidance and career development opportunities. Provide continuous performance feedback, coaching, training, and support to ensure the team is successful in exceeding customer support expectations.- Ensure service is delivered in line with agreed upon targets; compliance controls, procedures, quality audits, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).- Leverage data analytics, workforce models and new innovation/automation to inform, advise, problem solve and influence decisions and outcomes that align the strategic priorities. Initiates actions to realize those opportunities.- Monitor live dashboards phone/call/chat metrics, consumer surveys and take corrective steps real-time as required.- Maximize operational performance by proactively identifying areas for improvement, leading initiatives, and projects, analyzing and reporting key metrics, communicating continuous improvement activities that contribute to long-term operational excellence and training team members to accomplish the same.- Cultivate relationships with our customers and with internal KGS capabilities.- Collaborate across capabilities to solve complex problems and pursue opportunities for continuous improvement and transformation.- Develop policies, procedures, and strategies to manage the end-to-end workflow of customer interactions including written responses, timeliness of responses, resolution, and customer satisfaction- Prioritization of work for the team, coordination and scheduling activities, performance evaluations, goal setting, etc.- Uses appropriate judgement in effective, upward communication regarding Center operations or employee concerns