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EXL
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Assistant Manager

Assistant Manager

EXL

3 years

0 Lacs

chennai tamil nadu india

Posted:5 days ago| Platform:

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Skills Required

metrics escalation report collaboration training communication logging troubleshooting leadership management

Work Mode

On-site

Job Type

Full Time

Job Description

We are looking for a level 2 Help Desk Analyst.The analyst will be responsible for driving helpdesk metrics (FCR, MTTR, CSAT, etc)Should act as a POC for escalation calls

Responsibilities

Monitor performance and report on metricsOversee day-to-day operation, ensure SLA is met.Motivate and inspire team members, fostering a sense of collaboration and accountability.Manage Help Desk SOPS and address training needs in the teamClear concise communication - should have 3+ years of voice experience and 1 year in a supervisor roleAbility to work under pressure and manage multiple tasks simultaneously.

Requirements And Skills

Willingness to work in a 24 x 7 shift based scenarioTicket logging for all the issues and requests receivedIn-depth knowledge of performance metricsGood troubleshooting skillsExcellent communication and leadership skillsOrganizational and time-management skills

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EXL

Business Process Management / Analytics

New York

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Assistant Manager