Digital Desk Delivery Specialist

hace 2 semanas

Buenos Aires, Argentina The AES Corporation A tiempo completo

En AES, elevamos la calidad de vida en todo el mundo cambiando la forma en la que la energía funciona. Todos tienen un impacto cada día en nuestros equipos pequeños y globales. Postúlese aquí para iniciar una extraordinaria carrera hoy mismo.

At AES we are looking for an Digital Desk Delivery Specialist

**Responsibilities**:
- Manage multilingual Digital Desk teams,- Maintain relationship with both internal & external clients.- Work with support groups to implement new services and automation in the Digital Desk.- Ensure adequate Service Delivery to internal and external clients- Monitor management reports and manage the Support Organization to ensure that Service Level Agreement and Customer Satisfaction targets are met (conduct periodic SLA’s and KPI reviews). Constantly benchmark the service to achieve higher standards- Must suggest and implement technology improvements, give out feedback, develop guidelines and procedures to improve the quality of the overall support areas while assessing the utilization of the different communication channels in the look of improvements that benefit the adequate resolution of every interaction.- Ensure Service improvement through regular internal and external service review and identifying new initiatives- Maintain and implement procedures and processes that will ensure a consistent high quality customer service- Plan, develop and implement support strategies to achieve business goals. Monitor to ensure that best value is consistently achieved- Manage teams - Recruit, motivate, keep inform, set objectives, evaluate performance, monitor attendance, coach, mentor, follow up on training & career development- Represent the Digital Desk team in client meeting & client visit- Participate in Global projects and initiatives as required- Provide input to budget preparations and reviews- Identify cost management opportunities and initiatives. Ensure service delivery meets budget with the optimum usage of resources- Establish best practices through the entire technical support process.- Follow up with customers to identify areas of improvement- Provide applicable advice and insights to the functional, digital and operations partners related to user experience and efficiency opportunities.- Perform service desk performance benchmark with market standards.

**Required Skills**:
- Knowledge of enterprise level service desk operations, either for IT and non IT processes.- Experience providing operational efficiency and boost customer experience.- Focus on customer satisfaction and service.- Ability to develop and implement process enhancements.- Ability to drive Service Desk innovation through digital initiatives.- Strong knowledge of service desk processes, best practices and standards.- Knowledge of technologies used to run utilities operations.- Experience in service desk implementation projects, either for IT and non IT processes.- Degree on business administration, information technology or similar.- Having certification in service desk practices is a plus.- Office 365 (Advanced Excel and Powerpoint skills)

Mejoramos la vida de más de 10+ millones de personas a través de la entrega segura y confiable de energía. Uno de cada tres hogares se iluminan con nuestro trabajo.

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