Service Desk Team Lead
4 weeks ago
- years experience in managing a team preferably in Service Desk / Helpdesk / Technical Support / Contact Center background- with experience in supporting International customer (with Retail Service Desk) are preferred
Technical Skills
- Certified (preferable)- understand IT Support – L1 / L1.5- in excel & other analytical tools
Competency
- to motivate people- spoken and written communication skills- Attitude- 'people skills' for building work related connect with colleagues at all levels- to think beyond and come-up with process improvements and value creation- opportunities for value-ads and identify, initiate and execute them- customer oriented- to Plan and Priorities work- ability- and problem resolution
Other Essential Skills
- on experience in maintaining Operations documents like Key Performance Indicators (KPIs), Actual Performance Report (APR), Delivery Plan (DP)- to analyze performance reports and formulate actionable based on same- to do Capacity Planning by looking at the historical volume trends and come up with new process improvements- & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization- team by implementing and following up on employee involvement schemes like suggestion schemes, internal events, compliance to 1-1 sessions, counseling & mentoring and cascading corporate communication to team- with HR to ensure necessary staffing anticipating attrition and ensuring continuity
Beyond above mentioned strengths, TL would be required to handle / have following activities to be handled on a daily / monthly / need basis:
Responsibilities
- knowledge of the process procedures & regular updating of the Service Desk database- part of transition, participate in TTT and Training- calls/tickets on a regular basis and should have complete process knowledge- floor support- escalations received from the client- weekly Call calibrations with customer and level 2 support teams & follow-up on improvement areas- the weekly metrics with the team- coaching and feedback on associate’s performance- a Training Needs Identification (TNI) for the team and facilitate trainings accordingly- of escalations & reviewing with the agents- refresh sessions on process procedures & new services added- attendance – Daily- & managing leaves for associates- with support functions to address the issues raised by associates- analysis & preparation of shift schedule along with WFM- One-To-One session with all associates, tracking issues & concerns raised – forwarding the details to respective department- with Quality and voice coach Team & identifying the training needs for associates- associates for various training programs- the career aspirations & grooming associates for the next level
Metrics Management
Preparation of reports as mentioned below
Process dashboards - Weekly
Individual metric presentation for internal review - Weekly
Transaction status Reports - Daily
Agents stack analysis & assistance – Daily
Continuous monitoring of helpdesk stack & mailbox
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