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Teleperformance Global Services

3 months ago

Gurugram, India Teleperformance Global Services Pvt Ltd Full time

Exp: 14-20 Yrs

Role: Director - Service Desk

Location: Gurgaon

Shift : 24-7

Purpose of Position

The Director/Sr. Director IT Service Desk will be responsible for overseeing all service desk operations and evaluating them according to established goals. Will be required to devise and establish IT policies and systems to support the implementation of strategies set by upper management. In addition, the Director of Operations is accountable for the financial performance of the assigned sites/programs. As a senior leader, the Director of Operations liaises with other members of the Executive, Global and Site level leadership team to develop and implement corporate strategy

Primary Duties, Responsibilities and Requirements:

- Provide strategic direction and executive leadership over Service desk/operation.

- Develop and implement strategic plans and activities to ensure overall operational, financial and growth objectives are met.

- Lead process-improvement initiatives that deliver financial targets (CSI).

- Ensure key performance metrics, including resolution rates, response times, and quality, utilization, and customer satisfaction measures are defined and achieved.

- Set strategic vision to re-establish a positive, high-energy workplace culture creating a high level of employee trust and engagement.

- Significant focus on retention/attrition.

- Develop/implement/manage employee engagement initiatives to enhance workplace culture.

- Contribute to the development of infrastructure, processes, and systems to increase the quality and efficiency of support to our clients and employees.

- Interface effectively with key internal teams including operations, IT, Human Resources, Training, Finance and Quality.

- Contribute to building employee and client focus throughout the organization.

- Manage the hiring, development, retention, and performance of the IT SD Operations organization.

- Perform other related duties as required

- Interpret and ensure self and subordinates are in compliance with Company/client specific policies, procedures and initiatives, and all laws

- Participate and represent Service desk during leadership/CIOs/other reviews and showcase trends/other improvement/progress.

- Liaison with other technology functions/account managers to deliver the desired goals and ensure continuous service improvement

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