Service Desk Team Lead

  • Pune
  • Tech Mahindra

Work Experience

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


Technical Skills

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


Competency

  • to motivate people
  • spoken and written communication skills
  • Attitude
  • 'people skills' for building work related connect with colleagues at all levels
  • to think beyond and come-up with process improvements and value creation
  • opportunities for value-ads and identify, initiate and execute them
  • customer oriented
  • to Plan and Priorities work
  • ability
  • and problem resolution


Other Essential Skills

  • on experience in maintaining Operations documents like Key Performance Indicators (KPIs), Actual Performance Report (APR), Delivery Plan (DP)
  • to analyze performance reports and formulate actionable based on same
  • to do Capacity Planning by looking at the historical volume trends and come up with new process improvements
  • & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization
  • 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
  • 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

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