CGI
Location
Bangalore | India
Job description
Monitor performance and coach members to continuously improve their technical skills and quality of service
Coordinate with WFM to schedule training sessions, back-office activities and vacations
Manage Timesheets assignments each week (PSA)
Implement initiatives to improve member satisfaction and career progression
Manage client escalations and client dissatisfaction
Plan and implement procedures and systems to maximize operating efficiency
Prepare and provide status, RCA and compliance reports
Conduct regular Technical Coaching to L1 and L2, audit calls and tickets and document progress
work experience required:
Technical and customer service experience
ITIL and/or SDI / HDI certification in incident management preferred
Independently mange a team of Service Desk analysts to achieve OLAs
Work in North American business hours and supervise a 24x7 operation, available for on-call support
Collaborate with local and global teams, internal and external customers and service providers
Excellent communication skills, both written and oral, in English; French an asset
3-5 years of experience in a technical contact centre environment
2 years of Service level Management
3 years of Coaching & Performance Management
5 years of Problem Solving
3 years of ITIL Incident Management
5 years customer service experience / Technical Call Center
3-5 Reporting and Analysis, Collaboration and Teamwork, Conflict Management
Good overall technical knowledge in Windows troubleshooting, Outlook, MS office latest versions, Mobile Device Mgmt.
Working knowledge of various ticketing systems: ITSM, Remedy HD, Remedy AR, and Heat
Experience in project management an asset
Skills:
Job tags
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