Full-Time Service desk shift lead
Job Description
We are looking for a Shift Lead where you will be responsible for focusing on quality of customer experience delivered by the team, improving and understanding the quality parameters. You will also be responsible for day to day management of the team, including maintaining staff motivation and satisfaction level, scheduling adherence of the team and improving performance.
Responsibilities:
– Day to Day operations, Service Level and People management
– Monitoring incoming, outgoing and handled calls volumes with the help of call monitoring tool
– Check the Attendance in the beginning of every shift and report to Team leads any potential deviations in SLA’s due to Absenteeism. This will help TL’s to reassign staffing across queues or call in extra staff in order to meet the SLA
– Keep a watch on the call pattern and escalate if no calls are coming into the queue. To make test calls and identify the point of failure and to resume work at the earliest
– Analyze trends on staffing
– Send the Shift Handover document to shift lead of the next shift with details of all the updates and critical outages/ issues
– Arrange transportation
– Alternatively, Command Center/Shift lead should keep a watch on the call pattern and escalate if there are spikes in the calls coming into the queue to help move additional resources quickly
– Assign routine tasks to the team
– Prepare consolidated daily / weekly / monthly reports.
– Participate in Review meeting, identify Improvement Plans and track it till closure
– Quality management (prepare for audits and/or Operation Maturity standards)
– Training and development (ensuring the team gets the right training and development plans)
What we require:
– Fluency in French and English
– Knowledge on Service Desk tools
– Strong understanding of Computers and Trouble shooting skills required
– Strong People management skills
– Good Analytical, coordination, communication and technical skills are essential
– Customer service orientation and ability to work in a team
– Excellent Soft skill, Communications skills (Voice & Email) to handle global customers
Good to have:
– Familiarity of ITIL and six sigma implementation on IT Help Desk projects
– MS products and specific toolsets within client organizations
– ITIL, 6 Sigma, Lean certifications
– Shift management skills (likely to have experience in preparing the weekly/monthly shift schedule in line with the requirements, including labour law
How to Apply
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