Team Lead

4 weeks ago

Kochi, India Tamcherry Technologies Private Limited Full time

Team Lead

Experience- 6+ years
Location- Kochi

Role Accountabilities and responsibilities:

• Lead and support a diverse team of Tier 1 and Tier 2 application support analysts
• Ensure that the customer experience is at the heart of decisions, direction and leadership
• Ensure customer satisfaction by overseeing all activities involved in providing an efficient, secure and reliable
service
• Responsible for the quality of customer service interactions delivered by analysts
• Drive knowledge sharing and customer self-service solutions
• Drive achievement of response and resolution Service Level Targets
• Act as an escalation point for your team, internal and external customers, for issues that are brought to your
attention
• Assist management in ensuring customer impact of, and opportunities for errors are minimized
• Pro-actively monitor Cases, identifying customer specific or on-going issues including increased activity and
fault patterns. Work on mitigation plans with Service Desk Leads
• Monitor and respond to the overall performance of the department, and make recommendations for
improvements to support a more efficient cross-site working practice and to continuously deliver a high level
of support to customers
• Support the CSAT/NPS/eNPS programme, working to implement required changes for ongoing improvement
• Assess impact of service and product changes and work with Service Desk Leads to mitigate risks
• Represent Kochi ZSS team on internal meetings (via audio / video when required
• Ensure relevant process and procedures for each Service Desk are adhered to
• Collaborate with Service Desk Leads to promote effective cross-site working practices in support of seamless
service delivery and objective success
Making People feel appreciated for the work they do.
Team Leader - Support
• Manage ongoing recruitment and successful onboarding of high performing team members
• Manage resource risk to the service including absence and attrition
• Coach, motivate, and mentor employees
• Undertake performance management to include monthly 121s and quarterly performance reviews
• Ensure quarterly objectives are achieved through transactional monitoring of dashboards / reports, ensuring
that feedback is provided, and action/support plans created where required
• Assist with identifying training and developmental needs in conjunction with the relevant Service Desk Team
Leads through individual performance management and skills gap analysis
Essential Skills:
• Experience of managing teams in a support service setting
• Target and results oriented
• Strong organisational and time management skills
• Interpersonal and leadership skills, including conflict resolution, customer service and ability to motivate self
and others
• Ability to take ownership of any problem and see through to resolution
• Clear and confident communicator with experience of working in a multi-shore environment
• Initiative with the ability to work independently
• Positive and flexible attitude to work
• Exceptional attention to detail
• Able to react under pressure
• Approachable member of the team
• Able to work within parameters set by the business
• Able to work on own initiative as well as part of a multi-shore team
• Ability to prioritise tasks and workload and multi-task where needed
• Ability to work with cross-functional teams
• Confident in leading internal huddles, team meetings and documenting outputs

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