Encore Theme Looking for Service desk lead at Chennai, Tamil Nadu Full Time

Chennai, India; Bengaluru, India

2910813

Job Description

Role Purpose

The purpose of this role is to serve as a support, escalationpoint for the agents in solving issues presented to the Account ServiceDesk

Do

To support the service desk agents in prompt delivery &customer service

Advise and collaborate with the agents on current issues andworks toward the resolution of tickets

Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up

Coordinate with other IT teams as appropriate for closure of anyescalated ticket

Act as a liaison between Service Desk and other teams to ensureeffective communication between teams

To provide liaison and governance at both internal &client levels

Undertake a weekly review of the First Line Service Desk callqueues to ensure no unauthorized changes & mitigation of escalations

Measure and report on service delivery performance metricsincluding customer satisfaction surveys and the incident tickets

Lead in the development of good customer service practicesacross the service desk

Produce statistics and management reports of the service desk toclient & management

Communicate all process related changes and technical updates tothe team within specific timelines to ensure adherence to service deskguidelines

Capacity planning and capability development

Conduct capacity planning exercise to provide number of agents,skill levels to meet the Account Service Desk process fulfilment

Conduct shift planning to meet the service requirements of theclient as per SLAs agreed

Perform briefings to Service Desk agents on changes ordeployments that may affect volumes at the Service Desk

Assist SD agents by providing first line support when workloadsare high, or where additional experience is required

Develop team skills and capability in managing processes toreach the desired productivity and efficiency by conducting processtraining/ refresher courses, providing performance feedback and managingbottom quartile team performers.

Team Management

Resourcing

Forecast talent requirements as per the current and futurebusiness needs

Hire adequate and right resources for the team

Train direct reportees to make right recruitment and selectiondecisions

Talent Management

Ensure 100% compliance to Wipro’s standards of adequateonboarding and training for team members to enhance capability &effectiveness

Build an internal talent pool of HiPos and ensure their careerprogression within the organization

Promote diversity in leadership positions

Performance Management

Set goals for direct reportees, conduct timely performancereviews and appraisals, and give constructive feedback to directreports.

In case of performance issues, take necessary action with zerotolerance for ‘will’ based performance issues

Ensure that organizational programs like Performance Nxtarewellunderstood and that the team is taking the opportunities presented bysuch programs to their and their levels below

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to buildengagement within the team

Proactively challenge the team with larger and enrichingprojects/ initiatives for the organization or team

Exercise employee recognition and appreciation

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Location Head – Service Desk

Regular reporting & updates

V&A Trainers

For regular coordination on the V&A skills of the SD team

Operations/ Business teams

Review of SD delivery performance, issue alerts and mitigation,capacity planning etc.

External

Clients

Service Desk Delivery as per process, performance data andmetrices, process training etc.

Display

Lists the competencies required to perform this role effectively:

Functional Competencies/ Skill

Domain knowledge – Knowledge of customer processes,performance metrices etc. -Expert

Functional knowledge – Knowledge of Service deliveryprocesses and management, key performance parameters for ServiceDelivery performance etc. -Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.

Expert

Applies the competency in all situations and is serves as a guideto others as well.

Master

Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognised within the entire organization.

Behavioral Competencies

Formulation & Prioritization

Managing Complexity

Client centricity

Execution Excellence

Passion for Results

Team Management

Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Adherence to SoW

Adherence to TAT, SLA as per SoW

Minimal Escalation

2.

Resolution Log Management

Ensuring timely & error free updation, record management

Timely closure of queries

Customer experience/ CSAT

3.

Capability Building & Team Management

% trained on new age skills, Team attrition %, Employeesatisfaction score (ESAT)