Service Desk Lead Hyderabad
About The Role
In this position, you are responsible for leading a team of service desk agents based in Hyderabad, which provides services for internal and external customers. As part of the global ContactOne organization, you foster empowerment and self-organization in your team, you help them overcome blockers and you drive alignment and collaboration with the other Service Desk team, product and expert teams in ContactOne.
- Lead the Hyderabad based ContactOne Service Desk team, which is part of a global "follow-the-sun" service desk providing 24/7 services.
- You are accountable for the positive customer experience while maintaining cost-effectiveness.
- Ensure that knowledge is shared both within and outside your team, and that members help one another in their professional development and day-to-day tasks.
- Ensure your team members have all they need to do exceptional work and that their skills and behaviors are constantly improving.
- Maintain and improve the achievement of critical Service Desk metrics, e.g. Abandoned Call Rate, Chat response time, Average Speed to Answer calls, Average Handling Time, Service Quality, NPS etc.
- Mentor and support team members in their personal development and give them frequent feedback. Establish a culture of global collaboration within and across teams.
- Together with other Service Desk Leads, you ensure alignment across the Service Desk Area, participate in capacity forecasting and planning, as well as identify and address dependencies and blockers to ensure smooth service delivery 24/7.
- Lead global projects and take on global responsibilities within and outside of Customer Service to drive our digital transformation and achieve our aspirations.
- Participate in business unit and product area events (e.g. review/retro) to present the status of operations, give and collect feedback from and to partners and users and identify and track improvement actions
About The Team
Customer Service is a unit in the Group Digital Transformation department of SwissRe which provides outstanding and efficient customer care services through multiple channels and acts as a single point of contact for customers. Boosted by AI and digital self-service we are a hardworking and passionate team which continuously works on improving our agile practices and fostering talent in an agile digital world.ContactOne is the one place to go for SwissRe employees and SwissRe clients which makes it quick and easy to get what they need from the Group (this includes client-facing solutions and services from Information Technology, Corporate Real Estate and Services, Human Resources, Communications, Global Business Services, Legal & Compliance).
About You
- You bring a growth mindset to work, regularly asking for feedback and always keen to improve your skills and behaviors
- University degree, ideally in Business Administration, Information Technology (or comparable education/degree)
- 5+ years working experience in a Customer Service organization (Service Desk, Service Centre or similar), ideally in a global or multi-location environment
- 3+ years management experience in leading a Service-delivery team with a focus on Customer Service
- Experience in major incident management, leading task forces or crisis management is a plus
- Management level experience with strong leadership skills: developing team members by encouraging and providing constructive feedback to improve their performance
- Agile leadership skills, including catalyst leadership, mentoring and ideally experience with some agile methodologies
- Standout colleague with a growth mind-set and the ability to collaborate successfully with customers, peers and key partners based on teamwork
- Excellent command of English. Spanish and Portuguese are a plus
We look forward to your application and cover letter that should answer the following three questions:
- Why do I want this job?
- What qualifies me for this job?
- Why am I the right candidate?
Why Join Swiss Re?Swiss Re offers a truly inclusive culture, where diversity is celebrated and fresh thinking is encouraged. The company is committed to equal opportunity employment and values all individuals, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In this flexible, empowering environment, you will have the opportunity to develop your skills, advance your career, and make a meaningful impact on both Swiss Re and the world’s resilience.Bring your authentic self to Swiss Re and help shape the future of risk management.
About Swiss Re
Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. We cover both Property & Casualty and Life & Health. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability.If you are an experienced professional returning to the workforce after a career break, we encourage you to apply for open positions that match your skills and experience.
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Reference Code:
135771
