Team Leader
Hyderabad, Telangana, India
1d ago

Team Manager - Tech Support

Qualification :

  • Education- Graduate / Post Graduate preferably MBA graduates Knowledge of CRM tools & MS office tools, especially (Excel, PowerPoint)
  • Responsibility :

    Stakeholder / Business Management :

  • Update trackers, Create / Update tickets, update required applications & tools and keep PM informed of new issues.
  • Respond through email and chat.
  • Provide updates and submit reports related to own area of work.
  • Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
  • Identify & suggest Business improvement opportunities.
  • Identify & drive opportunities to enhance service delivery & Customer experience.
  • Identify cost optimization opportunities.
  • Drive business excellence to add value to client.
  • Customer Relationship Management :

  • Provide information, educate customer, troubleshoot, probe and fix issues.
  • Interact with Customers (internal / external) to meet process deliverables.
  • Create status reports for Customers (internal / external).
  • Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager.
  • Manage and resolve escalations and issues raised by Customers and Process Specialists.
  • Seek regular feedback from Customers and communicate to the team.
  • Process Improvements and Adherence :

  • Ensure adherence to Quality norms and processes.
  • Ensure individual & team SLAs are met on processing transactions (if applicable).
  • Ensure process guidelines are followed and met as documented.
  • Initiate and deliver on process improvement projects to improve process efficiencies.
  • Innovate opportunities to automate & reduce manual interventions.
  • Discuss / suggest the way forward, improvement areas to the Customer / process.
  • Drive a culture of continuous improvement within the team.
  • Project Control, Management and Review / Program delivery :

  • Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines.
  • Conduct analysis, track services delivered.
  • Review process audit findings and take corrective action to prevent negative results.
  • Conduct Quality checks & periodical reviews for process adherence.
  • Handle supervisory calls and report to manager on performance, status and any escalations.
  • Responsible for daytoday work, process flows and constantly endeavoring to be able to lead the team from the front.
  • Manage and ensure resolution of escalations and issues raised by customer.
  • Track process spends and highlights variances.
  • Interface with other departments for getting required assistance or support for the team.
  • Manage available resources between sub processes and ensures that the entire project deliverable is met.
  • Optimum resource utilization through cross training initiatives, buffer management.
  • Engage with other processes to understand and implement best practices.
  • People / Team :

  • Contribute to and participate proactively in knowledge sharing sessions.
  • Participate and contribute to organizational activities.
  • Provide work direction and guidance to team members.
  • Establish systems and procedures in the team.
  • Groom self and team to support vertical growth.
  • Allocate work and tasks to the team.
  • Report to the manager on performance, status and any escalations.
  • Facilitate and participate proactively in knowledge sharing sessions.
  • Conduct team building activities to enhance motivation.
  • Conduct performance appraisals for team members provide input into the learning and career plans for team members.
  • Identify training needs of team members and provide coaching support to them.
  • Conduct process training or refresher training if required.
  • Review VOC scores, provides feedback and recommend refresher training whenever necessary.
  • Resignations / Absconder communication to Operations Manager.
  • Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.
  • Manage attrition and absenteeism.
  • Support recruitment efforts for the team.
  • Conduct knowledge transfer sessions for new joiners in the team.
  • Must Have Skills

  • Customer Service
  • Online / Digital Marketing
  • Employee Status : Full Time Employee

    Travel : No

    Job Posting : Apr 09 2021

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