Process Lead-Support Services Team Lead

3 weeks ago


Bengaluru, Karnataka, India BETSOL Full time

Job Summary

We are seeking an experienced Process Lead-Support Services Team Lead to join our team at BETSOL. In this role, you will be responsible for driving our Technical Support Operations team to deliver exceptional results.

Main Responsibilities:

  • Team Management: Lead, motivate, and assist a team of Technical Support Specialists to deliver individual goals.
  • Client Management: Drive teams and deliver monthly/quarterly goals, engage with clients through proactive communication, and report to stakeholders.
  • Process Improvement: Analyze data, recommend process improvements, and drive projects to enhance team efficiency and SLAs.
  • Organizing and Planning: Continuously improve efficiency metrics, manage day-to-day planning, and ensure smooth operations.

Requirements:

  • Minimum 3-5 years of experience as a Process Lead or Team Leader in IT or ITSM.
  • Hands-on experience in managing end-to-end operations and service delivery.
  • Strong analytical, team management, and BPO process skills.
  • Excellent communication skills in English.
  • Good leadership skills and knowledge of quality and process improvement techniques.

Key Skills:

  • Experience in managing multiple International BPO clients with teams of 30-50 members.
  • Strong knowledge of analytical and listening skills.
  • Ability to master process knowledge required for operational delivery.
  • Capacity to impart process knowledge to team members as required.
  • Alignment with client strategies and driving initiatives for improvement in KPIs.

Language: English



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