Skylark Hr Solutions Private Limited
Location
Pune | India
Job description
Position: Team lead (Service Desk)
Exp: 4Y+
Location: Pune
CTC: upto 8LPA
Interview mode: Virtual
SKILLS:
- Excellent communication
- Team lead on paper must
- Experience with Services Desk
- Experience with Ticketing tolls,Service now, Active directory, Remedy, unix and lunix
- Handling International clients and Customers via calls, Email,Chat
Job Description:
ï'· Effectively manage teams including tasks such as resource planning,
career planning, performance management, attrition management etc.
ï'· Coach and help develop team members; help bridge knowledge gaps
and overcome skill and will issues
ï'· Handle User/customer escalations and formulate actions to resolve any
concerns and ownership till resolution
ï'· Regularly formulate and execute internal and external governance
ï'· Effectively handle client escalations and formulate actions to resolve any
concerns
ï'· Work with the operations managers to obtain necessary resources like
training and support for the team's requirements
ï'· Conduct quality assessment of agents' performance and formulate
trends for performance improvement of agents & teams
ï'· Ensure that the team members have the necessary knowledge and
training to effectively deliver on their targets
ï'· Familiarize the team with the latest process update and changes, team
and individual targets
ï'· Identify process improvement ideas, mentor team members on
implementing improvement ideas/Six sigma/lean projects
Job tags
Salary
