Tech Mahindra Looking for Service Desk Team Lead at Pune, Maharashtra, India Full Time

Work Experience

• 2-4 years experience in managing a team preferably in Service Desk / Helpdesk / Technical Support / Contact Center background
• Individual with experience in supporting International customer (with Retail Service Desk) are preferred

Technical Skills

• ITIL Certified (preferable)
• Should understand IT Support – L1 / L1.5
• Proficiency in excel & other analytical tools

Competency

• Ability to motivate people
• Good spoken and written communication skills
• Responsible Attitude
• Good ‘people skills’ for building work related connect with colleagues at all levels
• Ability to think beyond and come-up with process improvements and value creation
• Identify opportunities for value-ads and identify, initiate and execute them
• Be customer oriented
• Ability to Plan and Priorities work
• Decision-making ability
• Ownership and problem resolution

Other Essential Skills

• Hands on experience in maintaining Operations documents like Key Performance Indicators (KPIs), Actual Performance Report (APR), Delivery Plan (DP)
• Ability to analyze performance reports and formulate actionable based on same
• Able to do Capacity Planning by looking at the historical volume trends and come up with new process improvements
• Prepare & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization
• Motivate team by implementing and following up on employee involvement schemes like suggestion schemes, internal events, compliance to 1-1 sessions, counseling & mentoring and cascading corporate communication to team
• Interact with HR to ensure necessary staffing anticipating attrition and ensuring continuity
• Beyond above mentioned strengths, TL would be required to handle / have following activities to be handled on a daily / monthly / need basis:

Responsibilities

• Complete knowledge of the process procedures & regular updating of the Service Desk database
• Be part of transition, participate in TTT and Training
• Handle calls/tickets on a regular basis and should have complete process knowledge
• Providing floor support
• Handling escalations received from the client
• Conducting weekly Call calibrations with customer and level 2 support teams & follow-up on improvement areas
• Sharing the weekly metrics with the team
• Provide coaching and feedback on associate’s performance
• Performing a Training Needs Identification (TNI) for the team and facilitate trainings accordingly
• Capturing of escalations & reviewing with the agents
• Conducting refresh sessions on process procedures & new services added
• Updating attendance – Daily
• Tracking & managing leaves for associates
• Coordinate with support functions to address the issues raised by associates
• Staffing analysis & preparation of shift schedule along with WFM
• Conducting One-To-One session with all associates, tracking issues & concerns raised – forwarding the details to respective department
• Coordinate with Quality and voice coach Team & identifying the training needs for associates
• Nominating associates for various training programs
• Identifying the career aspirations & grooming associates for the next level

Metrics Management

• Preparation of reports as mentioned below
• Process dashboards – Weekly
• Individual metric presentation for internal review – Weekly
• Transaction status Reports – Daily
• Agents stack analysis & assistance – Daily
• Continuous monitoring of helpdesk stack & mailbox