Bpo Service Desk Team Leader

Key Skills:
- Proficient in English (Read + Write + Speak) and customer centric
leadership skills
Handled team size up to 40 and aboveShould have managed team beforeShould be strong in people management, conflict resolutionVery 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 meetingsShould 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, PragatiConducts quality audits, coaches, and mentors the team membersPrepares Materials for: Escalation calls, Low CSAT calls, Incident Management calls etc.Daily huddle with team and SMEsITIL CertifiedAdhering to the customer policies and processShould be flexible for shiftShould be able to manage in internal / External auditsRelevant Experience: 3-4 years