Description
Ability to build, lead and motivate the Help Desk team to perform up to and beyond organizational goals.
?
Accountable for the performance of the team, hence high focus on performance metrics required. Responsible to drive operational performance metrics.
?
Practicing good people management skills, mentoring of team members and guiding them for enhanced performance and value addition.
?
Responsible for monitoring individual team members along with guiding the entire team.
?
Providing constructive feedback to team members regularly
?
Knowledge sharing, delegation of roles and responsibilities to team members and team building exercises.
?
Responsible to step in and resolve escalated calls.
?
Follow through on actions and keep commitments
?
Taking initiative to dedicate a part of his/her time in taking calls to build empathy with team members as well as to be in touch with operational realities.
?
Shift scheduling, AUX discipline and leave planning.
?
Improve work flow and processes and collaborate effectively within the different work groups
?
Analyze relevant work data and identify improvement focus for work flow efficiency and customer satisfaction.
?
Backing up for manager/analyst as and when required.
?
Leader, motivator and enabler for his/her team.
?
Interview and short list new hireJob Requirement
Requirments :
?
Graduate in computer sciences or in any technical discipline
?
> 3 years of call center working experience in technical support and customer service
?
Experience in managing a team of more than 30 members
MCPor CET-4 certified
pls contact: [email protected]
|
