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)