Team Leader - Tech Support / Team Manager - Tech Support
Graduate (exclusion :
BE / BTech / MCA) or High School graduate or above as may be applicable in the Geo
Stakeholder / Business Management :
They would also be required to interact with customers (internal / external) to meet process deliverables.
Customer Relationship Management :
Articulate / communicate in a manner that is understood by clients / endusers.
Connect with the customer & provide highest level of customer satisfaction.
Process Improvements and Adherence :
Ensure process guidelines are followed and met as documented.
Adhere to shift handover process.
Be responsible for the process improvement ideas on productivity, accuracy & turnaround time.
Project Control, Management and Review / Program delivery :
Raise process related issues on time with process lead and team lead.
Resolve process related queries and expedite on data requests.
Record data relating to production statistics, enduser related notes, etc as appropriate.
Contribute towards creation of knowledge updates & stay updated with process knowledge / changes.
Perform root cause analysis on the errors made by the team members.
People / Team :
Conduct Huddles and Team meetings.
Contribute to and participate proactively in knowledge sharing sessions.
Participate and contribute to organizational activities.
Act as a buddy for New Hires.
First level reporting.
Conduct peer reviews.
Conduct refresher training.
Collate team performance data for reporting purposes as and when requested by Process and Team Lead.
In the absence of the PL and TL, perform the following tasks when assigned :
i Handle escalation calls.
ii Manage service levels on a daytoday basis.
Provide coaching and feedback for improvement.
Must Have Skills
Online / Digital Marketing