Team Leader- preferably from Customer Service Domain
Location
Kochi | India
Job description
Role Accountabilities And Responsibilities
- Lead and support a diverse team of Tier 1 and Tier 2 application support analysts
- Ensure that the customer experience is at the heart of decisions, direction and leadership
- Ensure customer satisfaction by overseeing all activities involved in providing an efficient, secure and reliable
service
- Responsible for the quality of customer service interactions delivered by analysts
- Drive knowledge sharing and customer self-service solutions
- Drive achievement of response and resolution Service Level Targets
- Act as an escalation point for your team, internal and external customers, for issues that are brought to your
attention
- Assist management in ensuring customer impact of, and opportunities for errors are minimized
- Pro-actively monitor Cases, identifying customer specific or on-going issues including increased activity and
fault patterns. Work on mitigation plans with Service Desk Leads
- Monitor and respond to the overall performance of the department, and make recommendations for
improvements to support a more efficient cross-site working practice and to continuously deliver a high level
of support to customers
- Support the CSAT/NPS/eNPS programme, working to implement required changes for ongoing improvement
- Assess impact of service and product changes and work with Service Desk Leads to mitigate risks
- Represent Kochi ZSS team on internal meetings (via audio / video when required
- Ensure relevant process and procedures for each Service Desk are adhered to
- Collaborate with Service Desk Leads to promote effective cross-site working practices in support of seamless
service delivery and objective success
Making People feel appreciated for the work they do.
Team Leader - Support
- Manage ongoing recruitment and successful onboarding of high performing team members
- Manage resource risk to the service including absence and attrition
- Coach, motivate, and mentor employees
- Undertake performance management to include monthly 121s and quarterly performance reviews
- Ensure quarterly objectives are achieved through transactional monitoring of dashboards / reports, ensuring
that feedback is provided, and action/support plans created where required
- Assist with identifying training and developmental needs in conjunction with the relevant Service Desk Team
Leads through individual performance management and skills gap analysis
Essential Skills - Experience of managing teams in a support service setting
- Target and results oriented
- Strong organisational and time management skills
- Interpersonal and leadership skills, including conflict resolution, customer service and ability to motivate self
and others
- Ability to take ownership of any problem and see through to resolution
- Clear and confident communicator with experience of working in a multi-shore environment
- Initiative with the ability to work independently
- Positive and flexible attitude to work
- Exceptional attention to detail
- Able to react under pressure
- Approachable member of the team
- Able to work within parameters set by the business
- Able to work on own initiative as well as part of a multi-shore team
- Ability to prioritise tasks and workload and multi-task where needed
- Ability to work with cross-functional teams
- Confident in leading internal huddles, team meetings and documenting outputs
Job tags
Salary
