We are seeking a skilled Help Desk Specialist to oversee queue management.
In this role, you will be responsible for running monitoring processes, managing agent queues, and ensuring adherence to SLAs, SLOs, and KPIs. Your role will include creating and managing daily reports, communicating objectives and deadlines for each case, and coaching agents on time/case management to optimize performance. You will report to Team and Program Managers and collaborate with other teams within the project.

#LI-DNI

Responsibilities

• Oversee the case life cycle from initiation to resolution
• Route cases based on initial response SLA, priority, and support package
• Analyze, optimize handling, and identify gaps in cases
• Reassign cases between agents as necessary
• Report operational and agent-specific incidences to Team Leads or Team Managers
• Monitor multiple agent queues
• Create handoff reports for transitioning cases to other sites and regions
• Maintain and leverage documentation and tools
• Conduct regular meetings with Team Leads and Team Managers

• 2+ years of experience in help desk or similar roles with a focus on queue management
• Demonstrate excellent, consistent quality scores and performance metrics
• In-depth knowledge of performance metrics
• Proficient in Excel and Google Sheets
• Familiarity with ITSM structure and advanced understanding of ITIL
• Knowledge of internal procedures and tools
• Advanced level of English, both spoken and written

• Workforce management experience

• Career plan and real growth opportunities
• Unlimited access to LinkedIn learning solutions
• International Mobility Plan within 25 countries
• Constant training, mentoring, online corporate courses, eLearning and more
• English classes with a certified teacher
• Support 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 code
• Collaborate in a multicultural environment and share best practices from around the globe
• Hired directly by EPAM & 100% under payroll
• Law 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 limit
• Grocery coupons
• 30 days December bonus
• Employee Stock Purchase Plan
• 12 vacations days plus 4 floating days
• Official 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