Team Leader - Enterprise Support

For Gurgaon based leading BPO

Reporting to: Duty Manager – Operations / Group Leader

Role:              

·         Coordinating managing, relationship building and becoming a successful interface between the team and internal/external  customers.

·         To define, standardize and monitor quality parameters and thereafter make recommendations for ongoing improvements.

Essential Skills :

·         Minimum 4 years of total experience with relevant years of BPO experience in a hard core technical environment handling Enterprise support

·         Should be currently working as TL from at least an year

·         Should have hands on knowledge of any one version of Windows server including Remote Server administration tools

·         Working knowledge on Exchange or SQL Server

·         Should have used VMWARE to virtualize customer issues

·         High technical competency in computers (hardware, software, network)

·         Knowledge of basic communication tools and techniques

·         Conceptual and creative ability

·         Ability to convince others

·         Leadership skills & Proactive team player

·         Ability to prioritize work

·         Service excellence oriented

·         Active listening skills

·         Excellent analytical and problem solving capabilities

·         Attention to detail

·         Pleasing personality

·         Achievement orientation

·         Good working knowledge of MS Office

Administrative responsibility:

·         Responsible for day-to-day work, process flows and constantly endeavoring to be able to lead the team from the front.

·         Executives should be able to look up to him/her for help, advice and guidance when required.

·         Identify the tangibles and the intangibles perceived to enhance value of services provided.

·         Analyze how the intangibles contribute to the creation of customer value and beliefs.

·         Directs the organization of work within the team including duty roasters, vacations etc.

·         Assisting in all process excellence initiatives.

·         Ensures all the records and documents maintained as per organizational requirements

·         To advice and implement interventions to improve emotional quotient of employees

·         Attends behavioral and vocational training in own and related work areas to enhance skills and develop multifunctionally.

·         Responsible for developing, implementing, maintaining, and enhancing test methodologies that ensure exhaustive testing of all agents to ensure compliance with process specifications, must maintain a high degree of error free procedures and documentation.

·         Ensures high motivation level and retention of manpower

·         Monitor calls and provide ongoing feedback for continuous improvements to the service delivery standards

·         The responsibilities given above are indicative and may vary as per requirement