Develop service procedures, policies, and standards
Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Maintain an orderly workflow according to priorities
Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting analysis, and establishing service improvement
Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are followed
Responsible for leading and developing a team of 10-15 associates, responsible for the overall performance management, coordination, and evaluation of the team
Responsible for all IT department writing reports analyzing the customer service that your organization provides
Responsible for IT Ticketing system (design, configuration, SLA, Escalation matrix definition)