Senior Desktop Support Engineer

Job Description - Contact Center Team Lead

Role Summary

Lead and motivate the team to optimum performance levels to achieve agreed targets contributing to the organization s objectives while always providing world class customer service.

Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership and setting of objectives. Manage performance through regular, effective call audits, addressing performance issues according to the organization policies and procedures.

Conduct effective reviews and recommend training and development plans for the team.

Responsibilities

• Manage the day-to-day activities of the team.
• Provide Exceptional support to the team to deliver world class customer service.
• Handle escalations
• Audit live calls and tickets regularly to identify the improvement areas
• Identify SLA breaches and follow up with the team to resolve pending tickets in the queue
• Monitor daily call flow and keep a close watch on Major Incident call outs meet service levels.
• Managing the Schedules and resource optimization
• Developing and implementing a timeline to achieve targets.
• Delegating tasks to team members.
• Conducting trainings at team level to maximize their potential.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Contributing to the growth of the company through a successful team.
• Creating a pleasant working environment that inspires the team

Abilities

- Help the team to resolve issues of Business Partners effectively

- Coordinate/support projects under the guidance of organizational leaders and project managers

Technical planning for the delivery of current / future technologies

Work collaboratively with other regional and USA based Team leads.

Work with a continuous improvement mindset, looking for opportunities to suggest practical improvements to existing programs and procedures

Works with a focus on teamwork and collaboration to achieve established goals and objectives

Skills

- Expertise in technical troubleshooting related to VDi, Active Directory, ETS, IAM Strong, O365, SCCM, Avaya, Service now VPN

- Provide Ad hoc reports and maintaining team level data.

- Genesys skill

- ServiceNow reporting and ITIL Management.

- Manage call queues, break scheduling for the team everyday

MUST have

- Typically, at least 8-11 Years of Experience into Tech support/helpdesk roles team management

- Ability to Make worthwhile improvements to existing programs, and procedures

- Work for consensus and contribute to the achievements of work group goals

- Ability to Train new Associates

- Good oral and written communication skills.

- Proven strong organizational skills, attention to detail and ability to multi-task is required.

- Strong dedication to maintaining professional relationships with all internal and external Business Partners teammates

- Ability to remain calm under pressure and deal with stress associated with a fast-paced work environment

- Ability to take the lead on projects and resolve problems when requested or as appropriate, to make sound decisions and take the initiative to proactively resolve issues.

- Flexibility and adaptability to changing situations and shift scheduling.