Lead and coach the associates and Team Leads on process knowledge and Team Management
Develop & maintain the performance dashboards for key process performance indicators
Drive the quality culture through employee engagement activities
Drive efficiency/productivity metrics and operational excellence
Share Daily, Weekly, Bi-Weekly, Monthly reports with customer.
Leading Bi-Weekly, Monthly Governance meeting with customer.
Post, document and track approvals
Build rapport with internal and external clients
Focus towards compliance with client’s policies and procedures and handling customer escalations
Managing workflows and forecasting and mitigating risks.
Handle day to day customer application issue and request.
Roles and responsibility:
Customer Handling, Customer Management, Escalation point
Day-To-Day delivery of in-scope services and Issue resolution
Performance Reports
Provided refresher training to the team members on the categories wherever and whenever needed to accomplish and fulfill the customer needs with 100% result.
Determining training needs of employees and conducting suitable training programs to enhance their operational efficiency leading to increase productivity.
Dashboards "Daily, Weekly, Bi-Weekly & Monthly"
Bi-Weekly Customer Connect
Managing monthly invoice and billing of the project.
Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.
Able to motivate teams to think out of the box and perform at their best in providing excellent service.
Monthly Governance Connect
Regular reviews with the Team & analyze the opportunities of improvement & reduction in controllable defects which are a direct impact to Customer Experience.
Knowledge Management
Incident Management
Problem Management
On-Boarding New Services
Interacting with Senior Management for staffing & scheduling requirements, performance reporting.
Regular reviews with the Team & analyze the opportunities of improvement & reduction in controllable defects which are a direct impact to Customer Experience.
Monthly Invoicing
CMS, Avaya, Telecom Handling
Interact regularly with employees to improve process quality to ensure that team's operational delivery is aligned with organizational goals.
Preparing monthly performance sheet for the team. Analyze reports and work on improving process capability.
Major Incident Management
Preparing monthly roster for the team with 100% accuracy and ensuring maximum availability during weekdays.
Daily tracking of operational metrics to ensure no deviation in goal attainment.
Planned and finalized the quality parameters on which call/ticket quality can be calculated/analyzed and can be shared with the team.
Planned and executed the employee performance calculator on which monthly performance can be captured for the entire team.
Cascade all necessary business information and updates from Customer/L2 Team to the executives.
Familiarize the team with the customer needs, process SOP's and Governing compliance.
Maintains motivation and focus when under pressure.
Understand people's strength and aspiration and takes them into account when allocating responsibilities.
Encourages team members to stretch themselves and work with out of box approach, while supporting end users. Promotes the ideas of continuous improvement.
Initiated the automation process of SNOW to ADSS based on the brainstorming session.
Provides personalized coaching and support to others. Sets and agrees objective with people and monitors their progress.
Played vital role in onboarding project from SNOW tickets to telephony setup Globally for (Europe, APAC, EMEA, USA, CA, Australia).
Identifying capacity limitations & bottlenecks and process problems and bringing about improvements in the same.
Created new SOP's for service desk to manage infra categories and corrected existing SOP's received from external vendors where in update was required.
Setup the Major Incident Management process in service desk.
Accurately identifies what people are good at and where they have potential to develop. Creates a positive learning environment.
Performing quality audits on the calls handled by the service desk team and tickets worked by them to ensure the defined process is correctly followed as agreed with customer.
Lead the kick-off meetings with existing customer vendors to IGT.
Share daily, weekly and monthly agent performance with the team members for continuous improvement.
Closely monitor the tickets assigned to L1 service desk and tries to get the issue/request addressed and fulfilled at the earliest.
Played a vital role in ServiceNow category configuration for tickets automation process with customer.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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