Posted:3 hours ago|
Platform:
Work from Office
Full Time
1. Daily Team Management: Directly manage a team of multi-skilled technicians (MSTs) to ensure smooth daily operations and drive productivity and efficiency.
2. Resource Allocation: Strategically allocate MSTs based on real-time requirements and workload priorities to optimize field performance.
3. Turnaround Time (TAT) Improvement: Monitor and improve ticket closure turnaround times to enhance overall customer satisfaction and service quality.
4. Field Audits: Conduct regular field audits to ensure service quality, adherence to SOPs, and continuous improvement in customer experience.
5. Attrition and Absenteeism Control: Manage voluntary attrition and minimize absenteeism/absconding by executing regular connects.
6. Vendor Management: Coordinate with external vendors to ensure SLA compliance, performance standards, and resource availability. Address escalations, monitor vendor deliverables, and maintain effective working relationships.
7. Performance Feedback & Development: Provide timely, constructive feedback at the individual level; conduct weekly one-on-one meetings to identify and address challenges and development areas.
Stanza Living
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