Designation: Service Desk Teamlead - Mangalore Location
Job Description:
1. To effectively and efficiently manage a team of 15-20 executives
2. Technical Skills –
• Sound Computer Usage / Good in MS Excel
• Should be able to analyze team performance data
• Good knowledge of Avaya CMS and Other Call Center Technologies
• Proven understanding of network protocols, hardware and Network E-Mail Systems. (Exchange & Outlook)
• Proven understanding of Windows OS (XP/2000/ NT) in a network environment.
• Proven knowledge in Word Processing, Spreadsheet and Database Software packages
• Good Knowledge of Call Center Operations including Resource Optimisation and Work Force Management
3. Client Interaction Skill
• Is committed to proactively understanding customer needs and responding quickly with the best solution while keeping company interests in mind at the same time
• Ability to understand performance against KPIs
• Ability to review performance of the KPIs and develop plans for improvement in performance.
Company Profile:
MphasiS consistently delivers Applications services, Infrastructure services, and Business Process Outsourcing (BPO) services globally through a combination of technology knowhow, domain and process expertise. Our results focus on real improvement in business performance for our clients. We bring to our clients a credible and experienced global leadership team driving service delivery through the next generation global delivery model. We service clients in Financial Services, Manufacturing, Communications, Media & Entertainment, Healthcare & LifeSciences, Transportation & Logistics, Retail & Consumer Packaged goods, Energy & Utilities, and to Governments around the world.
MphasiS Limited (then, MphasiS BFL Limited) was formed in June 2000 after the merger of the US-based IT consulting company MphasiS Corporation (founded in 1998) and the Indian IT services company BFL Software Limited (founded in 1993).
Desired Profile:
4. People Management
• Have excellent People management skills to ensure that team/site goals are met & proper coaching is provided to associates by being a product specialist
• To ensure that daily reports are executed diligently as per client & process requirement.
• To ensure adherence to schedules/rosters. To be acknowledged as a product specialist
• Expertly handle queries/concerns when required
• Resolve escalated calls when required
• To be on top of all the latest updates & changes for effective co-ordination between Client, process & Quality.
• Daily/Weekly monitors of calls for Quality Assurance.
• Achieve qualitative & quantitative targets & work in accordance with client requirements
• Provide inputs to improve work procedures that will enhance overall team performance Work in accordingly.
5. Decision Making and Problem Solving
• Makes decisions efficiently and in a fair manner after evaluating possible options.
6. Desire Profile
• Minimum Graduate
• Experience in working with Service Desk
• Min 4+ yrs of total exp, of which atleast 1 yr as a TL managing a team of atleast 20
Experience: 3 - 6 Years
Role: Team Leader -(Technical)
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Education:
UG - Any Graduate - Any Specialization
PG - Post Graduation Not Required
Location: Mangalore
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