Senior Project Lead

As a Senior Project Lead at our company, you will be responsible for managing day-to-day operations, handling customer inquiries efficiently, and ensuring the team's performance meets business objectives. Your qualifications and experience should include a Bachelor's degree or equivalent work experience and a minimum of 8 years of team management experience. Additionally, you should have expertise in ticketing tools, IVR, call routing, and knowledge management. Key Responsibilities: - Manage team operations to address customer inquiries and issues promptly. - Develop and implement processes to handle customer inquiries effectively. - Evaluate and implement ticketing tools, IVR, call routing, and knowledge management systems. - Collaborate with other departments to resolve cross-functional issues. - Maintain relationships with key stakeholders such as customers, vendors, and partners. - Ensure team members are well-trained and equipped for their roles. - Manage team budget and resources in alignment with business objectives. - Provide regular reports and metrics for team performance improvement. Qualifications: - Bachelor's degree or equivalent work experience. - Minimum of 8 years" experience in team management with expertise in ticketing tools, IVR, call routing, and knowledge management. - Strong leadership and management skills. - Excellent communication and interpersonal skills. - Strong analytical and problem-solving skills. - Knowledge of IT service management best practices (ITIL). - Strong project management skills. - Experience with IT service management tools. Please note that the company requires a Senior Project Lead with a minimum of 10-15 years of experience managing operations and a minimum of 6 years of team management experience.,