As Senior Team Lead, Client Support, you will be responsible to plan and manage the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance
You will be responsible to manage production support ticket queues
You will be responsible to manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution
You are responsible to analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity
You will be responsible to identify trends and propose solutions to mitigate client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations
You will be responsible to plan, delegate and direct the team s day-to-day work to achieve operational targets or objectives, contributing to the immediate results for the team or department
You will be responsible to communicate policies, practices, and procedures within the immediate area of responsibility to stakeholders within the department
You will be responsible to identify and lead team-level quality and process improvement initiatives
You will be responsible to deliver consistent and timely training, guidance, and feedback to encourage associate success
You will also be responsible to provide input on staffing and performance decisions for direct reports
You will supervise a team of associates
At least 6 years of total combined related work experience and completed higher education, including:
At least 1 year of customer service, call center, hospitality, and/or technical support work experience
At least 5 years of additional work experience directly related to the duties of the job and/or completed higher education.
At least 1 year of people management, matrix management, project management, or other indirect leadership work experience.
Bachelors degree or equivalent relevant work experience.
Good to have team handling experience Troubleshooting, Incident Management, Change Management, Problem management with service KPIs, and client support or client-facing experience will be an added advantage.
Experience working on L3, and L2 will be an added advantage.
Perform other responsibilities as assigned.
Willing to work additional or irregular hours as needed and allowed by local regulations.
Shift timings 5.30 pm to 2.30 am IST work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets and take appropriate action to prevent and report any compromises of security within the scope of the position.
Should have excellent Communication Skills and be able to interact with stakeholders in different regions of the world.
Role: Non Tech Support - Voice / Blended
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Voice / Blended
UG: Any Graduate
PG: Any Postgraduate
HospitalityChange managementStaffingProject managementProcess improvementIncident managementCustomer serviceTroubleshootingOperationsTechnical support
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