• Team Lead / Supervisor Jobs in Hyderabad,India

  • Client of Career logic Staffing
  • Save Job
  • 3 - 8 Years
  • Posted : above 1 month

Job Description:

Daily Help Desk activities

 


  • Monitor real-time ACD reports to supervise staff availability and monitor status of up-to-the-minute service levels

  • Monitor open issues queues and work to distribute follow up activities in order to ensure issues are closed within agreed-upon timeframes

  • Monitor all escalation queues to ensure hand-off times between Tiers, including client resources and third party, are met

  • Field assistance requests during staffing shortages or Excess Call Volume

  • Take steps to balance call flow and other workload across all technicians available

  • Take steps to ensure technicians meet their call efficiency targets




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    Reporting

     


  • Generate and analyze reports for the identification of trending issue volume, training opportunities, system problems, and status of open calls

  • Generate historical ACD reports to evaluate the effectiveness of agents and staffing levels as well as to supervise workflow




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    Management

     


  • Oversee Help Desk Analyst activities including, but not limited to scheduling, daily management, productivity management, objective & goal setting

  • Act as first level of management escalation for issues requiring leadership attention Apply appropriate level of supportive or directive guidance as technicians’ competence and confidence level varies for each task or project

  • Escalate subordinates’ performance issues and provide feedback consistent with C3i’s standard practices

  • Participate in process of selecting high achievers, through various C3i incentive programs

  • Other responsibilities, as dictated by Operations Manager




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    Job Requirements

     

    Skills

     


  • Excellent verbal and written communication skills

  • Strong customer service orientation and expert-level technical skills

  • Ability to delegate and monitor tasks to subordinates

  • Technical proficiency in all MS Office applications and familiarity with various hardware platforms is required

  • Proven ability to coach employees




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    Profile Summary:

    Employment Type : Full Time
    Eligibility : Any Graduate
    Industry : CRM/CallCentres/BPO/ITES/Med.Trans, IT-Software
    Functional Area : Operations/Customer Service/Telecalling/Backend
    Role : Technical Process,Technical/Proc ess Training,Voice Proc
    Salary : Rs 3.00 - 6.00 Lacs p.a.
    Deadline : 01st Mar 2020

    Key Skills:

    Company Profile:

    Company
    Client of Career logic Staffing
    leading KPO based in Hyderabad

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