Education – B. Com Graduate
Experience – 4 to 7 years
Managing of Employee Helpdesk (both ticket system & IVR system) & ensuring continual improvement in the support.
Responsible for development of Helpdesk Associates and ensure that they are cross trained across all functions/queues.
Ensure the Resolution of Queries/Requests/Complaints with appropriate response. Maintain the Quality of responses to the calls/SRs. Interception of ongoing call for quality monitoring
Coordination with respective Process Leads to ensure right information and content is being delivered by Helpdesk associates
Working with IT and Process teams to keep tools such as ChatBots, Portals etc updated
Assisting / facilitating the training of team members on areas such as Soft Skills, Process training.
Suggest process improvements & drive automation/digitalization
Monthly MIS preparations & presentations on Monthly review meetings
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