Lead and motivate the team to optimum performance levels to achieve agreed targets contributing to the organization’s objectives while always providing world class customer service.
Provide transparent and concise direction, support, and guidance to the team through effective coaching, leadership and setting of objectives. Manage performance through regular, effective call audits, addressing performance issues according to the organization policies and procedures.
Conduct effective reviews and recommend training and development plans for the team.
Responsibilities
• Manage the day-to-day activities of the team.
• Provide Exceptional support to the team to deliver world class customer service.
• Handle escalations
• Audit live calls and tickets regularly to identify the improvement areas
• Identify SLA breaches and follow up with the team to resolve pending tickets in the queue
• Monitor daily call flow and keep a close watch on Major Incident call outs & meet service levels.
• Managing the Schedules and resource optimization
• Developing and implementing a timeline to achieve targets.
• Delegating tasks to team members.
• Conducting trainings at team level to maximize their potential.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Contributing to the growth of the company through a successful team.
• Creating a pleasant working environment that inspires the team
Abilities
• Help the team to resolve issues of Business Partners effectively
• Coordinate/support projects under the guidance of organizational leaders and project managers
• Technical planning for the delivery of current / future technologies
• Work collaboratively with other regional and USA based Team leads.
• Work with a continuous improvement mindset, looking for opportunities to suggest practical improvements to existing programs and procedures
• Works with a fo
📌 Senior Service Desk Engineer (Hyderabad)
🏢 UST
📍 Hyderabad
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