Technical Voice process Lead

3 weeks ago


tamil nadu, India HTC Global Services Full time
Lead, mentor, and guide the Voice Support Technical team members to achieve service excellence.
Establish clear objectives, provide regular feedback, and conduct performance reviews.
Oversee the handling of end user incidents, service requests, and escalations.
Ensure incidents are logged, prioritized, and resolved within defined SLAs.
Coordinate with team members to ensure a timely and accurate response to end users issues.
Assign and distribute work among team members based on skills and availability.
Identify training needs for team members and facilitate professional development.
Promote knowledge sharing and continuous learning within the team.
Training of new members of the team
Ensure that team members adhere to IT security policies and practices.
Ensure 24/7 availability for team members, offering support and guidance to resolve critical issues, incidents, or escalations, even outside regular working hours.
Develop and manage an on-call rotation system to provide continuous support, ensuring team members are available as needed.
Plan, organize, and prepare monthly team rosters and on-call support to ensure 24/7 coverage.
Shift : US Shift
Location : Vandalur, Chennai
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