Team Lead

Há 12 horas

São Paulo, São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiro

Key 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

Skills

  • Experience managing team members and serving as a strong second line
  • Expertise and analytical skills to provide strategic process improvement inputs - (operational excellence)
  • Ownership on quality performance of delivery
  • Should be open to work 24/7
  • To own, drive and develop the team members to be effective in their role
  • Need to work towards enhancing the customer experience and overall service delivery
  • Meeting client expectations and process metrics
  • Excellent verbal and written communication skills

Qualifications

Required

  • Minimum Qualification – Graduate
  • 2-5 years of related experience
  • English - B2/B2+ level

Preferred

  • ITIL Service Operations

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