Roles and Responsibilities:-  - Complete knowledge of the process procedures & regular updating of the helpdesk database  - Providing floor support  - Handling escalations received from the client  - Ensuring weekly Call calibrations with level 1 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  - Preparation of reports as mentioned below  - Process dashboards - Weekly  - APR sheet - Weekly  - Individual metric presentation for internal review - Weekly  - Transaction status Reports - Daily  - Agents stack analysis & assistance - Daily  - Continuous monitoring of helpdesk stack & mailbox  Key Deliverables:  - 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  - Proven experience to independently identify and execute process optimization using Kaizen, Six Sigma and Lean 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  Applicant's Specifications & Qualification:   - 3-5 years- experience in Service desk processes  - ITIL Foundation certified  - Green Belt certified  - Good communication skills - Written & Verbal  - Good analytical skills and Presence of Mind  - Ability to motivate people and 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  - Knowledge on Computers & Networking  - Proficiency in excel & other analytical tools  - Good to have skills  - Transition Experience  Salary offered: 10 - 14 LPA

Hyderabad

Manager/Senior Manager - Quality - IT Service Desk Process - BPO 

Manager/Senior Manager - Quality - IT Service Desk Process - BPO  ,Job Description for Manager/Senior Manager - Quality - IT Service Desk Process - BPO  in ABC Consultants in  Hyderabad for (6-10) years of experience. Apply Now!

Job Description for Manager/Senior Manager - Quality - IT Service Desk Process - BPO  in ABC Consultants in  Hyderabad for (6-10) years of experience. Apply Now!