Service Desk Spanish TL

• Set reasonable, challenging and clear performance goals for team members, monitor performance and provide appropriate feedback timely and regularly.
• Motivate and inspire team members in business/beyond business activities.
• Complete monthly 1-2-1 sessions with all team members, sharing qualitative and quantitative feedback on their performance.
• Set SPEED goals to team members and keep them updated on compliance and progress.
• Foster reaching team members' career goals by using Career Path Planner tool.
• Ensure team members technical skills improvement by encouraging trainings.
• Prepare and analyze operational reports required but not limited to TCS and Customer reporting activities (quality, Service Level Agreements and Key Performance Indicators compliance). Monitor and influence compliance on account specific Service Level Agreements and Key Performance Indicators.
• Ensure continuous quality measurements and Key Performance Indicators are managed and aligned for assigned incidents for the shift.
• Solve conflicts and issues reported by team members or escalate them timely to Service Delivery Manager.
• Assist Service Delivery Manager in creating an environment of trust, open communication, creative thinking, and cohesive team effort.
• Thoroughly think out and evaluate alternatives, perform innovative problem resolution, take pro-active approach and initiative to resolve problems. Work effectively in a team environment/diverse workforce.
• Ensure team training needs are addressed on time. Lead, supervise, coordinate and perform technical and customer trainings and ensure up to date status of training plan and materials.
Knowledge Management
• Learn and implement new technologies, tools, processes and policies.
• Ensure the environment of best practice and lessons learned creation and sharing is created and maintained within the team.
• Communicate process updates to the team members.
• Ensure process improvements are planned for and deployed, business cases are delivered.
• Lead, supervise and coordinate the knowledge management process activities within the team.
• Ensure that knowledge updates are shared on team meetings and individual feedback sessions.
• Attend all TCS and client training sessions as planned.
Quality Management, Policies and Procedures