Incident Management Supervisor (LatAm)

Responsibilities

• Organizing and supervising the work of specialists handling incident management, including task assignment, performance evaluation, and training of new team members;
• Conducting shadowing sessions to regularly check operators knowledge of the process;
• Assessing and determining priorities for resolving incidents based on their complexity and importance;
• Monitoring and analyzing incident data to identify trends, improve processes, and prevent future incidents;
• Participation in the development and adherence to standards and procedures for incident resolution, including enhancing work methods and processes;
• Training employees in incident management and providing support and consultation in complex situations;
• Preparing regular reports on team performance and incidents and providing data to company management;
• Ensuring timely incident resolution and compliance with established deadlines;
• Involvement in the interviewing and hiring process of new agents for the incident management team.

Qualifications

• Work experience in a similar position, (minimum for 2+ years).
• Availability to work different shifts, either weekends.
• Availability to work from the office near Reforma 222.
• PC knowledge at the confident user level
• Google products knowledge: Google Sheets Google Docs)
• English B2-C1
• Collaboration with colleagues and the ability to work effectively as part of a team to resolve incidents.
• Adherence to high ethical standards, particularly when handling sensitive customer information and resolving complaints.
• A commitment to meeting customer needs and providing a positive customer experience.
• Willingness to adapt to changing circumstances and requirements in the role.