Company overview company overview
Incedo is a us-based consulting, data science and technology services firm with over 2,500 people helping clients from our six offices across us and indiaWe help our clients achieve competitive advantage through end-to-end digital transformationOur uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understandingWe combine services and products to maximize business impact for our clients in telecom, financial services, product engineering and life science & healthcare industries.
Working at incedo will provide you an opportunity to work with industry leading client organizations, deep technology and domain experts, and global teamsIncedo university, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your careerA variety of fun activities are also an integral part of our friendly work environmentOur flexible career paths allow you to grow into a program manager, a technical architect or a domain expert based on your skills and interests.
Job description - team lead will be responsible for leading a team of agents and support staff with primary responsibility of managing the day-to-day operationsThe team lead will be responsible for managing slas, workforce management, planning, queue management, client handling, escalation management and people managementExperience in handling voice-based operations is required.
Roles and responsibilities
Performance management of it service desk engineer.
Enforcement of sops.
Monitor and track kpis.
Subject matter expertise (sme).
Working with project tracking, knowledge repository and operations management• comfortable working in shifts, and us time zone.
Should be able to motivate, develop and mentor team members in a dynamically changing environment
Ability to handle pressure and a natural go getter
Excellent hands-on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to customer
Drive process performance to achieve and exceed sla/ola deliverables
Should have a sound knowledge of mis and reporting activities
Should be able to handle client interaction (on calls or in person)
Should have excellent problem solving capabilities and lateral thinking skills
Maintain delivery dashboards with analysis
Meeting client expectation and process metrics
Lead continuous improvement initiatives for the project
Understanding of the business situation and capability to address issues
Monitor resource utilization & performance
Specifications & qualification:
Experience in it service desk as a team lead
Should have managed e2e service desk operations in his/ her current role
Experience of working in it contact center/service desk support
Strong knowledge of ms excel and data handling
Knowledge of crm and telephony tools used in contact centers
Graduation/be, diploma/certification in networking/ hardware.
Should be comfortable working in shifts, and us time zone.
Company value company value
We are an equal opportunity employerWe value diversity at incedoWe do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Posted 30+ days ago