Bpo Service Desk Team Leader

Details of the offer

Key Skills:
- Proficient in English (Read + Write + Speak) and customer centric
leadership 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


Nominal Salary: To be agreed

Source: Whatjobs_Ppc

Requirements

Data Engineer (Databricks)

Have you ever envisioned a world where data seamlessly transforms into insights, propelling businesses forward? Imagine being at the forefront of this data-d...


Sharesource - National Capital Region

Published a month ago

Senior Software Architect (Manila- Remote)

Token Metrics is seeking an exceptional Senior Software Architect to lead the evolution of our analytics platform and trading bot. This key role will be inst...


Token Metrics - National Capital Region

Published a month ago

Devops Engineer

Job Qualifications: Two or more years of experience working as DevOps Engineer / Python/Backend Developer / Cloud Engineer / Software Reliability Engineer / ...


Grow Inc. - National Capital Region

Published a month ago

Application Management Specialist

Role Summary: The Application Management Specialist is responsible for providing second-level support for business applications, focusing on resolving techni...


Orix Metro Leasing And Finance Corporation - National Capital Region

Published a month ago

Built at: 2024-12-23T07:22:55.544Z