.Puebla, MexicoThe Service Desk Manager is responsible for providing a quality and efficient customer service experience to customers through the daily management of a team of employees. This includes hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem-solving. Additionally, the position assists the manager with the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.General AccountabilitiesProvides daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner, meeting all monthly customer Service Level Agreements.Provides continual evaluation of processes and procedures; responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.Provides statistical and performance feedback and coaching on a regular basis to each team member.Writes and administers performance reviews for skill improvement.Assists the manager with daily operation of the call center, including the development, analysis, and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.Ensures employees have appropriate training and other resources to perform their jobs.Addresses disciplinary and/or performance problems according to company policy.Prepares warnings and communicates effectively with employees on warnings, making effective/appropriate decisions relative to corrective action as required.Job QualificationsEducationBachelor's degree in Computer Science or related field.ITSM certification preferred; ITSM foundation training required.Experience: 3-5 years of Customer Service and/or Team Lead experience.SkillsExcellent verbal and written communication skills.Excellent meeting facilitation skills, including teleconference and web conference.Excellent project management and time management skills.Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realize value.Ability to work creatively and analytically in a problem-solving environment.Good performance management skills including feedback techniques.Proficient in Microsoft Office product suite.Fluent English language skills required.BenefitsHealthcare, dental, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus.PTOsVacation, Sick, Holiday, and paid leaves.Save on commutePaid office parking.Discount ProgramsMedical related discounts.Prime locationIn the heart of Puebla, with views of Popocatepetl volcano, restaurants, and amenities close by.Sponsored EventsTeam social events, Holiday dinner.Sport ActivityJoin your colleagues in various sport activities in the area