Team Lead-Support Services

2 weeks ago

Bengaluru, India BETSOL Full time

Description

Years of Experience :

Minimum of 3 – 5 years’ experience as Process Lead or Team Leader in IT or ITSM industry. Experience in handling chat processes will be a plus

Key Purpose:

The Process Lead / Team Leader (Technical) for the Support Services must be a highly focused person who will ensure a top quality results-oriented and highly successful operations team. He must be results driven and able to take on high targets and keep the team motivated to achieve the goal. This is a role consisting of the five major responsibilities of: End to end Service Delivery, Analytics and data mining, Process Improvement, Client relationships & Team Management.

Key Role & Responsibilities:
Client responsibilities:

Responsible for driving the teams and delivering monthly / quarterly goals Analytical skills to evaluate numbers and recommend process improvement opportunities and driving projects to help improve team efficiency Effective engagement with the client through proactive communication and regular reviews Leading, motivating and assisting a team of Technical Support Specialists and deliver individual goals Mastering the process knowledge required for operational delivery for clients Impart the process knowledge to team members as required Align with client's strategies and drive the initiatives for improvement in KPIs Ensure the Improvement in team's skills through regular feedback, coaching and training activities and to keep them motivated all the time

Reports:

To prepare action plans (as required) to address performance and KPI issues Drive projects independently by analysing data and recommending process improvements that will help improve SLAs and KPIs To prepare Weekly, Monthly and Quarterly Business reviews for the management and client and present the same

Organizing and Planning:

Continuously drive and improve efficiency metrics like productivity, quality and NPS To manage the day-to-day planning, operation and problem-solving of a team of agents and ensure smooth running of the operations Consistently meets deadlines

Team Performance:

To get an update on team's performance and present it to Senior Leadership Team Coaching team members on the areas of improvement To discuss & review functional issues and perform RCA, and drive the actionable items derived from RCA Present weekly/monthly performance to Senior Leadership Team

Employee development, Motivation and retention

Train, coach and motivate team members and supervisors Create an environment that motivates high performance and supports the loyalty and retention of employees Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised Manage the conflict resolution among the team members

Key Skills Required:

Should have managed multiple International BPO clients with teams size of (30 – 50 members) Should have relevant experience of 3 - 5 years Hands on experience in managing end to end operations & service delivery Extremely strong in analytical skills, team management and BPO processes, preferably Technical Support Chat process Excellent communication skills in English - Written & Verbal Strong knowledge and exposure to Quality and Process Improvement techniques Good analytical and listening skills Good leadership skills

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