Help Desk Specialist (Queue Management)

We are looking for a Help Desk Specialist (Queue Management) to become a part of our team.
The primary focus of this role involves handling agent queues, ensuring Service Level Agreements (SLAs) are met, and monitoring case performance. This specialist will set objectives and deadlines for each case while ensuring agents are assigned efficiently to maintain workload balance. Ideal candidates will provide coaching to enhance time and case management skills, and will report to Team and Program Managers, coordinating efforts with other support teams.

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Responsibilities

• Manage the full Case Life cycle
• Supervise case delivery adhering to initial response SLA, priority, and support packages
• Execute case analysis to ensure SLA adherence, assess reassignment needs, or potential shifts to another shard
• Manage personal queue (shard)
• Reallocate cases among agents when necessary
• Communicate agent issues such as overload or erroneous case handling to QA/Team Lead
• Daily tracking for missing ENG_FL cases
• Guarantee accurate case closure and handle requests for Force Closure of Cases without Survey Sent
• Maintain records and manage tools
• Facilitate handoffs to other sites and regions, managing related incidents
• Compile weekly reports on misses, handoffs, and pushbacks from clients or agents

• At least 2 years of experience in a help desk or support role
• Demonstrated excellence in quality scores and other performance metrics
• Expertise in performance metrics
• Skills in Excel and Google Sheets
• Proficiency in PowerPoint and Google Slides
• Understanding of internal procedures and tools
• Advanced level in English, both spoken and written

• Showcase of Cloud Computing knowledge
• Demonstrated background in similar technical fields
• Previous experience in workforce management

• 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