Tech Mahindra Limited
Location
Secunderabad | India
Job description
Job Title : Team Lead Service Desk
Location : Hyderabad
Experience : Minimum 1-2yrs as Team Lead
Skills :
• Be part of transition, participate in TTT and Training
• Handle calls/tickets on a regular basis and should have complete process knowledge
• Providing floor support
• Handling escalations received from the client
• Conducting weekly Call calibrations with customer and level 2 support teams & follow-up on improvement areas
• Sharing the weekly metrics with the team
• Provide coaching and feedback on associate's performance
• Performing a Training Needs Identification (TNI) for the team and facilitate trainings accordingly
• Capturing of escalations & reviewing with the agents
• Conducting refresh sessions on process procedures & new services added
• Updating attendance – Daily
• Tracking & managing leaves for associates
• Coordinate with support functions to address the issues raised by associates
• Staffing analysis & preparation of shift schedule along with WFM
• Conducting One-To-One session with all associates, tracking issues & concerns raised – forwarding the details to respective department
• Coordinate with Quality and voice coach Team & identifying the training needs for associates
• Nominating associates for various training programs
• Identifying the career aspirations & grooming associates for the next level'
Job tags
Salary
