Job Description – Team Leader

Educational Qualifications

• Bachelors in Engineering/  Bachelors in Technology/  Bachelors in Science (Computer Science)

Work Experience

• 3-4 years experience in managing a team preferably in Helpdesk/ Technical Support  background

Technical Skills

• Knowledge on Computers & Networking
• Proficiency in excel & other analytical tools
• Good to have skills
  • Transition Experience
  • Knowledge of SIX Sigma or other quality methodology

Competency

• Ability to motivate people
• Good spoken and written communication skills
• Responsible Attitude
• Good 'people skills' for building relationships with colleagues at all levels
• Ability to think beyond and come-up with process improvements and value creation
• Identify opportunities for value ads and Identify, initiate and execute them
• Be customer oriented
• Ability to Plan and Priorities work
• Decision-making ability
• Ownership and problem resolution
• Device personal development plan for the team members

Other Essential Skills

• Hands on experience in maintaining Operations documents like Key Performance Indicators (KPIs), Actual Performance Report (APR), Delivery Plan (DP)
• Ability to analyze performance reports and formulate actionable based on same
• Able to do Capacity Planning by looking at the historical volume trends and come up with new process improvements
• Prepare & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization
• Motivate team by implementing and following up on employee involvement schemes like suggestion schemes, internal events, compliance to 1-1 sessions, counseling & mentoring and cascading corporate communication to team
• Device personal development plan for the team members
• Identify opportunities for value ads and Identify, initiate and execute them
• Interact with HR to ensure necessary staffing anticipating attrition and ensuring continuity
• Good communication skills – Written & Verbal
• Good analytical skills and Presence of Mind

Beyond above mentioned strengths, TL would be required to handle/have following activities to be handled on a daily/monthly basis: 

-           

-          Responsibilities

• Complete knowledge of the process procedures & regular updating of the helpdesk database
• Providing floor support
• Handling escalations received from the client
• Conducting weekly Call calibrations with level 2 support teams & follow up on improvement areas
• Sharing the weekly metrics with the team
• Provide coaching and feedback on associate’s performance
• Performing a Training Needs Identification (TNI) for the team and facilitate trainings accordingly.
• Capturing of escalations & reviewing with the agents
• Conducting refresh sessions on process procedures & new services added
• Updating attendance – Daily
• Tracking & managing leaves for associates
• Coordinate with support functions to address the issues raised by associates
• Staffing analysis & preparation of shift schedule
• Conducting One-To-One session with all associates, tracking issues & concerns raised – forwarding the details to respective department
• Coordinate with voice coach & identifying the training needs for associates
• Nominating associates for various training programs
• Identifying the career aspirations & grooming associates for the next level

-          Metrics Management

1. Preparation of reports as mentioned below

• Process dashboards - Weekly
• APR sheet - Weekly
• Individual metric presentation for internal review - Weekly
• Transaction status Reports - Daily

1. Agents stack analysis & assistance – Daily
2. Continuous monitoring of helpdesk stack & mailbox