We are seeking a Junior Help Desk Specialist (Queue Management) to join our team.
This role is centered on managing agent queues, ensuring adherence to Service Level Agreements (SLAs), and overseeing case performance. The specialist will communicate objectives and deadlines for each case and ensure all agents are appropriately assigned to maintain balance. Successful candidates will offer coaching to optimize time and case management, and report to Team and Program Managers while coordinating with other overhead teams.
#LI-DNI
Responsibilities
- Assist in the management of the complete Case Life cycle
- Oversee case delivery based on initial response SLA, priority, and support package
- Conduct case analysis to verify SLA accuracy, need for reassignment, or potential transfer to a different shard
- Personal queue management (shard)
- Reassign cases between agents as required
- Report agent issues such as overload or incorrect case handling to QA/Team Lead
- Monitor for missing ENG_FL cases daily
- Ensure proper closing of cases and manage requests for Force Closure of Cases without Survey Sent
- Maintain documentation and tools
- Handle handoffs to other sites and regions, managing incidences
- Prepare weekly reports analysing misses, handoffs, and pushbacks from clients or agents
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- Minimum 1 year 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 English level, both spoken and written
- Knowledge of Cloud Computing
- Background in similar technical fields
- 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
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