BPO Service Desk Team Leader

Key Skills:
- Proficient in English (Read + Write + Speak) and customer centric
leadership skills
- Handled team size up to 40 and above
- Should have managed team before
- Should be strong in people management, conflict resolution
- Very strong in technical Knowledge and support the team on the ground.
- Should be very strong with process knowledge.
- Should drive the team and ensure service level are not missed.
- Interaction with customer for weekly / daily / monthly meetings
- Should be quick in responding to escalations and take the actions.
- Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure and publish to required.
- Ensure the leave management is managed properly.
- Handles escalated calls.
- Implements SIP (Service improvement plans), Lean, Pragati
- Conducts quality audits, coaches, and mentors the team members
- Prepares Materials for: Escalation calls, Low CSAT calls, Incident Management calls etc.
- Daily huddle with team and SMEs
- ITIL Certified
- Adhering to the customer policies and process
- Should be flexible for shift
- Should be able to manage in internal / External audits
- Relevant Experience: 3-4 years