**Workplace Services Lead****Job ID**- 142158**Posted**- 30-Nov-2023**Service line**- Advisory Segment**Role type**- Full-time**Areas of Interest**Construction, Consulting, Customer Service**Location(s)**Heredia - Heredia - Costa Rica, San Jose - San Jose - Costa Rica**SUMMARY****ESSENTIAL DUTIES AND RESPONSIBILITES**The essential duties and responsibilities include the following. Other duties and responsibilities may be assigned to meet business needs.- Become familiar with Buildingi's core business and operations as well as the operations of the services provided to our clients- Desire and ability to work as part of a team to effectively collaborate and contribute to the services being delivered to clients- Mentor and manage others through influence the various teams supporting the work of multiple service desks across multiple time zones, cultures & geographies- Provide direction and make quick judgment calls in accordance with the best interests of the business, employees and in alignment with client expectations- Monitor support requests and provide guidance to the team processing and managing those requests to maintain a 95% (or higher) Service Level Agreement compliance- Update and manage operating procedures playbooks & process documentation and effectively communicate any changes to the team- Analyze applicable metrics and communicate findings to appropriate stakeholders- Develop and conduct internal department and client-focused training as needed- Serve as the point of escalation for business critical or multifaceted issues ensuring they are handled in a consistent, timely, and professional manner- Take ownership of assigned / escalated support requests, providing solutions, troubleshooting, guidance to ensure resolution is obtained- Strong presentation, verbal, and written communication skills- Ability to anticipate and understand the emerging needs of clients and communicate effectively to meet evolving client requests- Ability to establish and maintain effective relationships with coworkers and customers to gain their trust, including experience leading by example- Ability to think critically to solve difficult problems with effective solutions- Ability to realize operating leverage through process improvement, gaining capacity for value-added work- Proven ability to handle complex issues, delivering on time and within budget- Strong relationship building and stakeholder management skills- With Buildingi support, acquire and maintain relevant certifications, trainings, skill development relevant to primary service focus and maintain knowledge of current or emerging technologies within primary field or service area**EDUCATION** and**/**or **EXPERIENCE**- Associates Degree or equivalent combination of technical training and/or three to five years related experience in related field- Customer service and talent leadership experience preferred**LANGUAGE SKILLS**- Oral and written English required- Ability to effectively present information and respond to questions both written and orally**TECHNOLOGY SKILLS****Personal Characteristics**- Must be self-motivated, detail-oriented and extremely organized with a proven ability to establish priorities and execute to achieve results. Must be able to work both independently and well within a team environment across multiple time zones. Displays integrity with a proactive approach to solving problems.- Consultative and curious mindset with the ability to handle ambiguity and ask solution-minded questions.- Shared philosophy with Buildingi's Guiding Principles of Do Good Work, Create Success, Always Grow, and Be Great People**PHYSICAL DEMANDS**- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; and reach with hands and arms. The employee is frequently required to talk or hear. Substantial time is spent working on a personal computer.**WORK ENVIRONMENT**- Work is performed remotely in employee's home office and/or in a normal office environment with mínimal exposure to health or safety hazards. The noise level is usually moderate.
