Job Position : Mobile Help Desk Team Lead

Job Description :

The Mobile Help Desk Team Lead will be responsible for the day-to-day operations of a team of support engineers.
•Duties will include monitoring, and evaluating activity in the Mobility Support Operations Center.
•The principal responsibility will be to ensure service levels are met and maintained daily.
•In addition, the Team Lead will be responsible for the day-to-day application of company policies and procedures and monitor the team,s performance and work load.
•Customer satisfaction is also a priority and the team lead will need to provide support to escalations by analyzing the situation, determining appropriate solutions, and ensuring appropriate follow-up.
•Promote and maintain a positive environment while ensuring business needs are met and balancing it with the personal and professional support of the team.
•Work proactively to plan, direct, supervise, and evaluate our procedures and recommend operational improvements.
•Provide leadership in coaching, mentoring, training and documenting input into hiring and performance appraisals for the support team.
•The ideal candidate will be multi-lingual in any combination of the Italian, German, Spanish or French languages.

Responsibilities
•Manage a small team of Help desk engineers
•Monitor and ensure customer service levels are met
•Ensure company policies and procedures are met
•Monitor daily workload and agent stats to ensure workload is balanced across agents and utilization goals are met
•Provide leadership and coaching to agents regarding performance and training needs including listening to agent calls and review of email incident responses
•Participate in hiring, interviewing and training for new agents
•Manage and review procedures and processes and recommend new operational improvements
•Continue to be an active Help Desk agent particularly during peak hours
•Process and approve agent time cards

Experience
•2-5 years of previous intermediate or equivalent leadership experience
•Minimum 5 years experience in a call center or support environment that required aggressive SLA goals.
•University or College education required

Skills
•Proven ability to multi-task with assigned projects and see them through to completion with minimal supervision.
•Take ownership of an issue and work closely with the customer and internal support groups to diagnose the issue and find resolution quickly and accurately.
•Demonstrated superior customer service even under tight dead lines and conditions of critical urgency.
•Excellent communication skills, listening to issues, formulating decisive resolutions.
•Proficient knowledge in applications to manipulate data and communicate effectively.
•Outstanding conflict and resolution skills
•Proven coaching, leadership and mentoring abilities
•Excellent verbal and written communication skills
•Positive attitude
•Strong interpersonal skills
•Strong organizational skills with a drive to implement, monitor and maintain processes
•Previous experience in conducting performance reviews is a plus
• MDM software experience and certification
•Multi-Lingual is a plus

Company Name : Client of Symmetrical

Location : Noida

Job Code : HR/SGS/421

Experience : 2

Job Salary

Last Date To Apply : 15.10.2014

Posted on : 5.9.2014