Admin Ops. Senior Analyst
1 month ago
Role – Team Lead
Job Description
Roles and Responsibilities:
- Responsible for SLAs and KPIs (Productivity and Quality)
- Manage Contact Center/L1 Helpdesk for client and support various channels like voice, chat, email.
- Responsible for recruiting, training, mentoring, communicating job expectations, assigning tasks, planning, monitoring, appraising, reviewing contributions of team members and administering scheduling systems
- Responsible for customer/stakeholder relationship management
- Analyse problems with the team and counterparts and suggest solutions
- Responsible for cost savings and productivity and quality improvement plans
- Participate in business/people related projects
- Provide cross functional support
- Manage 24*7 operations
- Responsible for the performance of the team
- Responsible for best practices sharing, team building exercises, providing guidance, upskilling/cross skilling and mentoring team members
- Exhibit passion and alignment with our vision, values and operating principles
- People attrition management
- Transition management
- Project management
Requirements:
- Over 5 years of experience in managing delivery for service desk (including voice/chat/email), including 3-4 years of leading a team for SAP support (handling one or multiple modules / processes in SAP S4HANA and should have knowledge of FICO, SD, MM, PP, QM, PM)
- Experience in master data of the respective SAP module
- Strong communication and presentation skills.
- Ability to multi-task and work in heterogeneous environment
- Expertise on Microsoft applications like MS Visio, Excel, PowerPoint etc, to create process flows, SOP’s and knowledge base articles.
- Understand L1/L1.5 Support issues and resolutions based on SOPs/End User documents available or based on the problem reported via Phone/ email / ticket.
Work Timings:
Flexibility to work 24/7. Timings could change based on requirements
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