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Softtek India logo

Service Desk

2 - 4 years

4 - 6 Lacs

bengaluru

Posted:None| Platform: Naukri logo

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Skills Required

automation front end analytical process improvement scheduling windows information management macros service desk lead remedy

Work Mode

Work from Office

Job Type

Full Time

Job Description

Service Desk Lead Senior

Requirements

2-4 Years experience in WFM, preferably in contact centers with at least 15 employees.
Systems or Electrical Engineer Bachelor degree, or +3 plus years relevant work experience.
Experience with WFM software (scheduling, performance tracking, reporting)
Experience with WFM software (scheduling, performance tracking, reporting)
Experience learning various technical/analytical tools; high aptitude for learning
Advanced Excel skills (e.g., formulas, pivot tables, graphing, data connections, automation using macros)
Effective written- and oral- communication skills
Strong Knowledge Windows Front-End Environment (win 10)
Intermediate Knowledge Ticketing System Tool (Remedy, HP Service Manager, Service Now, etc.)
ITIL V3 or V4 Foundations CertificationTeam work

Responsibilities

Creativity
Stakeholders Focus
Entrepreneurial Spirit
Strategic Thinking
Customer Service Orientation
Development of Others
Information Management
Alliance Development
Negotiation and problem solving
Multitask
Self-Learning
Leadwership


Design ideal schedules that guarantee agents being present at appropriate times so coverage is ensured.
Optimize the workforce in order to satisfy targets and metrics.
Determine proper headcount.
Evaluate staff coverage.
Forecast workload so internal customers have a standpoint of upcoming periods.
Maximize the time usage and the resources.
Interact with the RTA in order to give a better follow up to the schedule adherence.
Deliver performance reports.
Work inside and out the eWFM tool.
Determine proper headcount
Build and present Business Reviews
Create and lead RCA
Lead Implement Process Improvement projects
Create and follow-up career plans for the team members
Evaluate team performance
Follow-up on backlog reports

Languages

English Fluent advanced 96- 100%

Location

India Bangalore


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