Full-Time Service Desk Team Leader
Job Description
Our multinational client is a prestigious company with worldwide presence, for which we are looking for a Team Leader who will be responsible for day to day management of a team of Service Desk Agents, including maintaining staff motivation and satisfaction level, scheduling adherence of the team, improving performance, maintaining quality, KPIs and customer satisfaction.
Responsibilities:
– Report to the Operations Manager
– Ensure effective Floor Management to handle contact volumes as per KPIs
– Scheduling adherence of the team, adherence to shift schedule and leave management
– Participate in new hire interviewing and the candidate selection process
– Responsible for the overall achievement of KPI performance by team
– Maintain employee morale and team concept
– Monitor and measure performance of the team and individuals and provide performance feedback, as required and laid down in the project guidelines
– Prepare, maintain and communicate team scorecards, as per the project requirements
– Maintain team communication, conduct team meetings and huddles to discuss on key updates/issues
– Ensure 100% compliance by self and team to all Cognizant and client policies and procedures
What we require:
– Fluent in English, both written and spoken
– A second language (German, French or Italian) is an advantage
– Leadership experience and Service Desk experience both an advantage
– Structured, solution oriented thinking
– Ability to set priorities, adjusting to operational needs
– Flexible and able to work independently
– Multitasking skills, can manage pressure and conflict situations
– Willingness to work to tight deadlines
How to Apply
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