Team Lead, Global Service Desk

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Equinix A tiempo completo
Team Lead, Global Service Desk

Equinix is the world's digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks.

Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments.

Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 20 years of continuous growth.

Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.


A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions.

We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

J

Responsibilities
Customer Support

  • Responsible for understanding and improving customer satisfaction scores for their overall team
  • Provide customer experience recommendations to the crossfunctional teams e.g. CSMs, Ops, etc
Management

  • Performance Management based on KPIs
  • 1 on 1 coaching and development, and performance improvement planning
  • Provides performance coaching and feedback results to their teams
  • Coach and mentor GSD Teams through sidebyside support, escalation support
  • Plans, monitors, and reports on team performance
Process (Improvement/ Development/ Management/ Documentation)

  • Directs team on adopting process and procedure changes
  • Recommends alterations and identifies areas to improve for processes that they manage
  • Participates in the development and improvement of processes while working with other crossfunctional teams
  • Has an expert understanding of the service desk process and the ability to articulate it in any situation
Business Systems

  • Uses expert knowledge of business systems to identify issues and gaps in GSD business systems (e.g., Siebel, CSC, ECP)
  • Report and triage system issues to the proper channels
Training

  • Assists with training and posttraining support of new hires
  • Provides feedback to the training team and manager on new hire development and success

Qualifications

  • Minimum 3 years of experience in a call center environment
  • Minimum 3 years of experience in leading and influencing coworkers
  • Exceptional leadership and people management skills, with the ability to motivate and inspire a team
  • Excellent knowledge of call center operations, best practices, and customer service principles
  • Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders
  • Proficiency in call center software, customer relationship management (CRM-Salesforce) systems, and other relevant tools
  • Strong problemsolving and decisionmaking abilities with a focus on resolving customer inquiries efficiently and effectively
  • Strong working knowledge of Microsoft Office and CRMs (Salesforce preferably)
  • Bachelor's degree preferred
  • Fluency in written and spoken English C1
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

  • Service Desk Agent

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Global People A tiempo completo

    Our Service Desk Agents are the first point of contact for our international clients. No two days will be the same as you'll be proactively problem solving any customer issues that come your way or escalating them as appropriate.At Global People we're committed to developing, retaining, and promoting diverse talent. We want to help you grow your current...

  • Senior Service Desk Technician

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia ConvaTec A tiempo completo

    Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services...

  • Service Desk Agent

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Tetra Pak A tiempo completo

    At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. And we need people like you to make it happen.Job Summary We are seeking enthusiastic candidates to join our Service Desk team...

  • Service Desk Agent

    hace 4 semanas

    Bogotá, Bogotá D.E., Colombia Tetra Pak A tiempo completo

    At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. And we need people like you to make it happen.Job Summary We are seeking enthusiastic candidates to join our Service Desk team...

  • Global Learning Administration Team Lead

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Johnson & Johnson A tiempo completo

    Global Learning Administration Team LeadAt Johnson & Johnson, we believe good health is the foundation of vibrant lives, thriving communities, and forward progress. That's why for more than 135 years, we have aimed to keep people well at every age and every stage of life. Today, as the world's largest and most broadly based healthcare company, we are...

  • Service Desk

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Netlogistik A tiempo completo

    _netLogistik_ es una empresa dedicada a brindar servicios de Tecnología para la cadena de suministro, buscando siempre dar un valor agregado a nuestros clientes y actualmente nos encontramos en el #23 _de Top Companies en expansión._Escolaridad: Ing. en sistemas o carreras a fin (concluida)Experiência:Al menos 1 año atendiendo clientes en un service...

  • Team Lead

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia IntouchCX A tiempo completo

    About IntouchCXIntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through...

  • Service Desk Technician

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Kaplan International Languages A tiempo completo

    We are looking for a motivated and experienced full time IT Service Desk Technician who is looking to take the next step in their career in a dynamic and international business setting. Your role will be to resolve IT issues of varying complexities, across a range of IT systems for onsite staff as well as domestic and international remote staff. You will be...

  • Service Desk Technician

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Kaplan International A tiempo completo

    We are looking for a motivated and experienced full time IT Service Desk Technician who is looking to take the next step in their career in a dynamic and international business setting. Your role will be to resolve IT issues of varying complexities, across a range of IT systems for onsite staff as well as domestic and international remote staff. You will be...

  • Service Desk, Ssr Analyst

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Globant A tiempo completo

    We are a digitally native technology services company where innovation, design and engineering meet scale. We use some of the latest technologies in the digital and cognitive field to empower organizations in every aspect.Right now, we are looking for a Service Desk Analyst to join our Team You will be the key person for solving any technical difficulty...

  • Service Team Leader

    hace 1 semana

    Bogotá, Bogotá D.E., Colombia ABB A tiempo completo

    Service Team Leader - medium and low voltage motors & DrivesAt ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.Write the next chapter of...

  • Audio Team Lead

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Entravision Communications Corporation A tiempo completo

    Audio Team LeadBogota, Colombia | Full TimeEntravision is looking for a Team Lead, Ad Ops, Digital Audio. You will be a key member of our team focused on the strategy, execution and optimization of digital audio advertising campaigns that drive quantifiable results for our clients. You will also advance the expertise of existing team members through...

  • Knowledge Management Y Service Desk

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Servicios Latan A tiempo completo

    Servicio LATAM, Importante Compañía de Tecnología con presencia en más de 11 países prestando servicios de soporte IT, Help Desk, mantenimiento preventivos, Instalaciones, Network.Requiere Knowledge Management y Service Desk con mas de 2 años de experiência en servicio de administración del módulo y proceso de knowledege realizando el apoyo en...

  • Atr Team Lead

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Johnson & Johnson A tiempo completo

    At Johnson & Johnson, the largest healthcare company in the world, we come together with one purpose: to profoundly change the trajectory of health for humanity.Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more...

  • Service Desk Analyst

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Hubtek LLC Colombia A tiempo completo

    Hubtek is a company that believes in young talent and seeks to support the development of its employees on a personal and professional level through learning experiences and growth opportunities. We support companies through our Talent, Technology, and Training services.Our modern offices are pet-friendly and we provide different amenities such as casual...

  • Service Desk Analyst

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia HUBTEK A tiempo completo

    Description:Hubtek is a company that believes in young talent and seeks to support the development of its employees on a personal and professional level through learning experiences and growth opportunities. We support companies through our Talent, Technology, and Training services.We have been impacting the world since 2018 and we want to keep pushing...

  • Service Desk Analyst

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia HUBTEK A tiempo completo

    Description:Hubtek is a company that believes in young talent and seeks to support the development of its employees on a personal and professional level through learning experiences and growth opportunities. We support companies through our Talent and Training services.We have been impacting the world since 2018 and we want to keep pushing ourselves to...

  • Employee Experience Center Team Lead

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Johnson & Johnson A tiempo completo

    At Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity.Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130...

  • Team Lead Lease Accounting

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Kenvue A tiempo completo

    Team Lead Lease Accounting W Description Kenvue is currently recruiting for: Lease Accounting Team Lead Who We Are At , we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we're the house of iconic brands - including NEUTROGENA, AVEENO, TYLENOL, LISTERINE, JOHNSON'S and BAND-AID that you...

  • Sales Team Lead

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia inDrive A tiempo completo

    Bogota, Colombia Full time We are looking for the sales team lead to assemble a sales team for the inDrive.Job service in Colombia from the ground up. Hiring, development, and training. Your team will be responsible for acquiring employers that shoot and publish their vacancies in our service.What you will do: Develop strategies for the development of...