Bpo Service Desk Team Leader

Key Skills:- Proficient in English (Read + Write + Speak) and customer centricleadership skills- Handled team size up to 40 and above- Should have managed team before- Should be strong in people management, conflict resolution- Very strong in technical Knowledge and support the team on the ground.- Should be very strong with process knowledge.- Should drive the team and ensure service level are not missed.- Interaction with customer for weekly / daily / monthly meetings- Should be quick in responding to escalations and take the actions.- Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure and publish to required.- Ensure the leave management is managed properly.- Handles escalated calls.- Implements SIP (Service improvement plans), Lean, Pragati- Conducts quality audits, coaches, and mentors the team members- Prepares Materials for: Escalation calls, Low CSAT calls, Incident Management calls etc.- Daily huddle with team and SMEs- ITIL Certified- Adhering to the customer policies and process- Should be flexible for shift- Should be able to manage in internal / External audits- Relevant Experience: 3-4 years