Service Desk Agent French

Cognizant; Guadalajara; Presencial; MXN 539,000 - 810,000; Jornada completa

Descripción de la vacante

A leading IT services provider in Guadalajara is hiring a Service Desk Team Lead who will supervise a team of agents providing high-quality customer support. The ideal candidate must be fluent in Spanish and French Canadian, have leadership experience, and proficiency in relevant tools like ServiceNow and Microsoft Excel. This role demands strong organizational skills and the ability to analyze performance metrics. A competitive salary and benefits package is offered.

Servicios

Ongoing support and funding for training

Competitive benefits and salary package

Formación

• 2–3 years of experience as a Service Desk or Call Center Tech lead.
• Proficiency in relevant Service Desk/Contact Center tools.
• Excellent communication skills in Spanish and French Canadian.

Responsabilidades

• Lead and support a team of Service Desk agents.
• Monitor performance metrics and SLAs.
• Analyze reports to identify trends and opportunities.

Conocimientos

Fluency in Spanish

Fluency in French Canadian

Intermediate English

Customer Service Skills

Strong Organizational Abilities

Herramientas

ServiceNow

Avaya CMS Supervisor

AWS Connect

Microsoft Excel

Descripción del empleo

We’re hiring!

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

We have an exciting opportunity for an exceptional individual to work supporting one of our clients as Service Desk Team Lead (Fluency in Spanish and French Canadian)

About the role

As a Service Desk Tech Leader, you will be responsible for the day-to-day shift supervision and management of a team of Service desk agents who handle Interactions via incoming calls, chat, and portal — ensuring the delivery of high-quality, customer-focused technical support services. You will lead effective resource planning to maximize productivity, fill in and analyze reports to identify performance gaps, coach the team accordingly, and monitor SLAs in real time to ensure all contractual objectives are met. This role requires a balance of leadership, technical expertise and process management.

Who you are

You are organized, proactive, reliable, and results oriented. You must also possess strong customer service and communication skills. Fluency in Spanish and French Canadian is required and intermediate English (written).

In this role, you will

• Lead and support a team of Service Desk agents, ensuring high-quality customer service and technical support.
• Monitor real-time performance metrics and SLAs, taking corrective actions when needed.
• Analyze reports to identify trends, gaps and opportunities of improvement.
• Provide coaching and feedback to team members to enhance performance and engagement.
• Collaborate with internal stakeholders to ensure alignment with client expectations and service delivery goals.

Desired Skills & Experience

• 2–3 years of work experience as a Service Desk or Call Center Tech lead, SME or supervisor.
• Proficiency in Service Desk/Contact Center tools (ServiceNow, Avaya CMS Supervisor, AWS Connect, etc.).
• Proficiency in Microsoft Office (intermediate knowledge of MS Excel is required).
• Excellent communication skills in Spanish and French Canadian is required and intermediate English (written).
• Strong organizational abilities; comfortable managing multiple competing priorities.
• Ability to monitor and analyze real-time data.
• Adaptable to rapidly changing environments.
• Goal- and results-driven mindset.
• Work in an environment of 10x5 operations, with rotative shifts.

Why Cognizant?

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies

We are committed to respecting human rights and build a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

Igualdad de Empleo y Política de Acción Afirmativa:

Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.

At Cognizant we believe than our culture make us stronger!

Join us now!

#BeCognizant #IntuitionEngineered