Posted:2 weeks ago|
Platform:
On-site
Part Time
EXL/AM/1464947
Number Of Positions
0
Band
B1
Band Name
Assistant Manager
Cost Code
D900142
Campus/Non Campus
NON CAMPUS
Employment Type
Permanent
Requisition Type
New
Max CTC
0.0000 - 0.0000
Complexity Level
Voice CEF B1 Complexity Level 2)
Work Type
Work From Office – Fully Working From EXL/ Client Offices
Group
Enabling
Sub Group
Global Technology
Organization
Global Technology
LOB
EXL SCIO
SBU
Global Technology
Country
India
City
Chennai
Center
IN Chennai C51
Skill
SUPERVISOR
VOICE
HELPDESK
1ST LINE SUPPORT
CITRIX
Minimum Qualification
BACHELOR
Certification
No data available
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 metrics
Oversee 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 team
Clear concise communication - should have 3+ years of voice experience and 1 year in a supervisor role
Ability to work under pressure and manage multiple tasks simultaneously.
Requirements and skills
Willingness to work in a 24 x 7 shift based scenario
Ticket logging for all the issues and requests received
In-depth knowledge of performance metrics
Good troubleshooting skills
Excellent communication and leadership skills
Organizational and time-management skills
Workflow Type
EXL Services
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