Service Desk Team Lead - Remote (based in India) - Permanent

Alphanumeric is hiring a Service Desk Team Lead (Remote based in India - permanent project) to work supporting one of the biggest Pharma companies in the world.

As the Service Desk Team Lead, reporting to the Senior Team Lead, your primary responsibility is to act as the team facilitator by ensuring excellent customer service and develop team effectiveness through leading, coaching, motivating and mentoring. Other responsibilities include problem-solving, quality coaching or other corrective actions within the team, preparing weekly reports, and conducting employee feedback sessions. The Team Lead is accountable for team metrics on a weekly/monthly basis.

Please apply with your resume in English.

JOB CONDITIONS

• Start date: ASAP

• Type of contract: permanent - fully remote (100% working from home) - based in India (it´s a must).

• Working schedule: flexible schedule due to the global reach of the company, flexibility to work shifts and adapt to different time zones is required (even weekends when necessary).

• Predicted training schedule - 7 AM - 4 PM GMT

• Salary base + Internet allowance + Private health insurance.

KEY RESPONSIBILITIES:

• Support and supervise staff and provide coaching, mentoring and performance development.

• Prepare and deliver monthly performance evaluations, including goals and performance improvement opportunities.

• Review, edit and present QA scorecards for the monthly performance evaluation.

• Provide coaching regularly and maintain proper coaching documentation.

• Monitor queues, bins and mailboxes to ensure the SLAs and KPIs are met with a minimum backlog.

• Review customer feedback and provide coaching accordingly.

• Manage and review schedules to ensure proper coverage: control attendance and availability in real-time.

• Review and analyze KPIs and SLAs to identify performance gaps and drive continuous improvements.

• Identify knowledge gaps and provide feedback to Application Leads and the Training Manager to keep the knowledge bases and training curriculum current.

• Review and approve staff time sheets and payroll information.

• Manage escalations in collaboration with the Application Leads.

• Attend client meetings when needed.

REQUIRED SKILLS / EXPERIENCE / EDUCATION

• Required Skills and Experience/Education

• Requires a college and/or bachelor’s degree in computer science and/or 2-5 previous years in a leadership role or any equivalent combination of education and/or experience.

• Must be fluent in English.

• Excellent communication skills

• Multi-tasking experience in a fast-paced environment

• Ability to analyze problem situations and present appropriate solutions.

• Excellent organization, planning and time management skills.

• Ability to lead, coach, develop and train staff effectively.

• Must be dedicated, reliable and dynamic.

• Self-starter, proactive, and displays initiative.

• Must work well independently as well as within a team environment.