General skills (Communication and Soft Skills)
Exceptional knowledge of customer care operations and processes
Experience in managing teams
Able to coach, mentor, motivate and interact with people
Excellent verbal and written communications
Strong decision making and analytical ability
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
Experience in managing an IT helpdesk (if L1) or relevant field.
Advanced support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
Knowledge on basic concepts of networking (if L1 or THD)
Expertise on the concepts of computer and mobile hardware (If L1 or
Able to gather disorganized data into usable knowledge articles
Experienced in creating reports and usage of tools like Avaya/Cisco
Job duties and responsibilities:-
Effectively manage teams including tasks such as resource planning,
career planning, performance management, attrition management etc.
Coach and help develop team members; help bridge knowledge gaps
and overcome skill and will issues
Handle User/customer escalations and formulate actions to resolve any
concerns and ownership till resolution
Regularly formulate and execute internal and external governance
Effectively handle client escalations and formulate actions to resolve any concerns
Work with the operations managers to obtain necessary resources like training and support for the teams requirements
Conduct quality assessment of agents performance and formulate
trends for performance improvement of agents & teams
Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
Familiarize the team with the latest process update and changes, team and individual targets.
Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
Education and other requirement :-
Graduate Willingness to work in rotational shifts