To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components. To develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front liners and Management Delivery service level components, quality and productivity targets & indicators. Conduct regular meetings within the team to cascade the process related & management updates Active participation in preparing proposals which includes effort estimation, SOW preparation, coordinating with recruitment teams / PMO team for hiring, trainings, etc., Problem Solving, Quality Focus, General Consulting Skills, Client Relationships, Reporting Skills, positive knowledge based on the support . Contribute for the initial hiring and selection process for the front line.



Escalation handling and presenting the root cause analysis Work very closely with team members to solve customer queries. Also needs to understand agent's problems and weaknesses and address those. Offers solutions and suggestions for process and product improvement to management. Communication and being a focal point of dissemination of information from management to team and vis versa. Be a part of monthly / regular meetings with the Stakeholders Responsible for work allocation Responsible for maintaining LL repository Responsible in creating Project closure report Adhere to the process and performance guidelines specified and educate the team and ensure compliance

📌 Service Desk Lead (Chennai)
🏢 Tech Mahindra
📍 Chennai