Team Leader

1 semana atrás

São Paulo, Estado de São Paulo, Brasil Tech Mahindra Tempo inteiro

Responsibilities & Qualifications

Responsibilities

  • Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc.
  • Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered to
  • Monitor performance targets to ensure adherence and review and measure targets
  • Produce statistics and management reports
  • Represent the service desk at meetings
  • Take responsibility for staff training and business awareness
  • Communicate with and form relationships with senior management
  • Play an active role in the Service Desk related change management process
  • Assist Analysts & the first line team when call volumes peak or when additional expertise is required
  • Monitor, moderate, and create process documents and regularly check for adherence to these processes through call and ticket monitoring
  • Play a proactive role in defining targets and service levels as per the SOW and business requirements
  • Identify potential areas for improvement

Qualifications

Experience – Essential

  1. Minimum Qualification – Graduate
  2. Experience – 2-5 Years
  3. English Speaking

Experience – Desirable

ITIL Service Operations

Skills and Knowledge Must have excellent domain knowledge

  1. Should have the maturity and experience to manage his/her team members and serve as a strong second line
  2. Should have the required expertise and analytical skills to provide strategic process improvement inputs - (operational excellence)
  3. Ownership on Quality performance of delivery
  4. Should be open to work 24/7
  5. To own, drive and develop the team members for being effective in their role
  6. Need to work towards enhancing the customer experience and overall service delivery
  7. Meeting client expectation and process metric
  8. Excellent Verbal and Written communication Skills

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