Team Leader //Service Desk//ITIL//Immediate Joiners Only

Leading BPO in Pune

Hiring For Team Leader/Assistant Manager

Service Desk Profile

CTC UPTO 7.5LPA

Require min 1Year as Team Leader Experience in International BPO

Looking for Candidates from BPO ONLY

Strong in Operations Matrices like Attrition, Shrinkage, CSAT, NPS, SLA

Must have Excellent Communication Skills

Role and key responsibilities:

• Manages contributors and/or supervisors at country or sub-region level, with accountability for results and staff supervision.
• Plans, monitors, and directs operational/technical team activities to achieve business and operation’s targets.
• Enforces established policies in managing resolution of both common SLAs and complex Business/technical issues.
• Acts as an escalation point for customer issues/challenges.
• Establishes relationships with customers and their functional management Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility.
• Plans, directs, and monitors operational/technical activities of staff.
• Coaches and supports development of Front-Line Engineers and drives team performance.
• Provide analysis on metrics and drive improvement plan

Key skills and knowledge:

• Bachelor’s degree from a reputed University with 2 to 3years of TL experience
• Proficiency in using ServiceNow or similar IT service management tools.
• Should be comfortable working in Flexible Shift Timing
• Comprehensive knowledge of all PCs / Printers
• Excellent troubleshooting and problem-solving skills.
• Solid understanding of computer hardware, software, and networking concepts. Ability to effectively communicate technical information to non-technical users.
• Proficiency in using ServiceNow or similar IT service management tools.
• Strong understanding of Active Directory, including user and group management
• Should have analytical skills with basics in Excel to analyze and identify areas of technical and skill competency improvement.
• High Levels of demonstration of Interpersonal & communication skills and stakeholder management skills ITIL certification would be added advantage

Mail your cv at simmi@hiresuad.in or call at 8467054123