Help Drive Customer Satisfaction and Efficiency as a Team Lead

1 dia atrás

Colombo, Paraná, Brasil beBeeService Tempo inteiro AU$98.765 - AU$123.456

About the Role

As a key member of our team, you will be responsible for leading our 24/7 service team in Sri Lanka. Your primary objective will be to ensure high-quality service for our customers and oversee day-to-day operations. You will collaborate closely with leadership teams in Australia and India, driving efficiencies within the environment to improve customer satisfaction and cost optimization.

This is a leadership position where you will help improve our services to meet customer needs. We seek a dynamic, self-motivated individual who can manage a team directly and work collaboratively across the organization.

Key Responsibilities
  • Act as a People Leader, Ambassador, and Subject Matter Expert (SME) for Sri Lanka Service Desk operations
  • Point of escalation for the Sri Lanka Service Desk team for service delivery issues
  • Drive improvements in efficiency, customer satisfaction, and cost optimization
  • Manage, direct, develop, and motivate direct reports to ensure high levels of employee engagement and enablement
  • Meet client expectations, including agreed Service Levels and Key Performance Indicators (KPI)
  • Plan and implement a resource model to maximize utilization while delivering against KPIs like Net Promoter Score (NPS), Grade of Service (GOS), and ticket resolution Service Level Agreement (RSLA) targets
  • Foster a high-performance culture that encourages innovation and improvement
  • Facilitate shift-left of workload from 2nd and 3rd level resolver groups to the Service Desk to reduce the cost of ownership and improve customer outcomes
  • Provide regular reports on Service Desk deliverables to track and maintain performance
  • Identify and deliver improvement initiatives and projects aligned to the wider Service Desk Business Plan and company-wide objectives

Required Skills and Qualifications

  • Information Technology or Computer Science Degree (or equivalent qualification)
  • Demonstratable IT Service Management understanding or certification (ITIL, at Foundation level or above)
  • Experience in using ServiceNow, or another similar Service Management tool
  • Experience in using NICE CXone, or another similar Contact Centre Telephony tool

Benefits

  • A strong culture underpinned by values that are truly lived every day
  • An environment that embraces learning and development of all employees
  • Flexibility to work in the way that brings out the best in you
  • The ability to do what you love, in an environment that supports you
  • A focus on health and well-being

Work Experience and Technical Requirements

  • Strong industry familiarity and experience in leading a Service Desk team, preferably in an outsourced environment
  • 2+ years' people leadership experience, including capacity planning, recruitment, onboarding, training, coaching & mentoring, and performance management
  • 5+ years' work experience in operational ICT managed services, preferably including an outsourced environment
  • Ability to delegate effectively, train, coach, and mentor staff
  • Strong decision-making capability and conflict resolution skills
  • Attention to detail, with strong analytical skills and ability to extract useful intelligence and insights from data and deliver effective management reporting

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