Process Lead-Support Services Team Lead
3 weeks ago
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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