To lead the Shift Team’s performance, productivity, utilization, and workloads across all roles, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained.

What will you do?
- To lead the Shift Team’s performance, productivity, utilisation, and workloads, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained.
- Provide supervision, coaching and mentoring to all members of the shift team, carrying out monthly 121s and working with the Quality Management Team to address areas for improvement and recognising outstanding performance, and providing written feedback to the Service Desk Manager.
- Act as a role model and coach to all members of the shift team, leading by example, to demonstrate high standards of performance and customer service.
- Manage the balance of resources across the shift,



ensuring that workloads / tickets are correctly prioritised and break-time cover is scheduled appropriately to ensure that all Service Desk tasks are appropriately resourced to achieve contractual SLAs.
- Act as the initial point of contact for all on-shift staff with the aim of reducing the need for escalation to the Global Service Desk Manager.
- Act as the initial point of escalation for customers queries and complaints where these cannot be managed by the Service Desk shift.
- Manage all high priority calls and Major Incidents for P1’s, P2’s or escalations during the shift; ensuring customer specific processes are followed and timely escalations are in line with process.
- Conduct a detailed handover at the start and end of every shift to enable the next shift team to continue call management in the most effective way and provide seamless support to the customer.
- Pro-actively carry out ticket management in a priority order, with the goal of reducing tickets that are “in jeopardy” of breaching contractual obligations as well as managing customer expectations

📌 Global Service Desk (Pune)
🏢 ESP Global Services
📍 Pune