Service Desk Operations Lead

2 weeks ago

Hyderabad, Telangana, India Warner Bros Full time

Welcome to Warner Bros. Discovery, where we bring characters to life and create what's next.

Your New Role

As a Service Desk Operations Lead, you will be responsible for delivering world-class customer service to internal and external stakeholders while adhering to company policies and procedures.

  • Diligently monitor key performance indicators (KPIs) such as response times, resolution times, reopen rates, and quality.
  • Lead, mentor, and manage a team of customer service managers and associates, ensuring high levels of employee engagement, performance, and growth.
  • Strive to continually improve and build on the customer Service division and its performance.

We are looking for an experienced professional with a minimum of 7 years working experience in a Global SSC/BPO and 3+ years of management experience. You should have a Bachelor's degree in accounting or finance and experience in the Media Industry and/or Media Sales is preferred.

A strong knowledge of AP processes, invoice processing, and payment cycles is essential, as well as previous experience of Service now and ERP systems SAP and Ariba. Excellent written and oral communication in English is also required.

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