Manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
The role will also require the individual to motivate, mentor, coach and groom the team.
Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.
Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
Regularly formulate and execute internal and external governance
Effectively handle client escalations and formulate actions to resolve any concerns
Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
Familiarize the team with the latest process update and changes, team and individual targets
Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
General knowledge & skills:
Technical skills
