RSB Technologies - AM - Operations - Tech Support Process

Job Description:

1. Managing 1-2 team leaders and their respective teams of 12 -15 executives and responsible for the overall personnel, performance, and discipline of the assigned team members.

2. Provide direction, support & supervision to the assigned team & ensure resolution to their daily problems

3. Provide Coaching and counseling to his/her team members through data scrubbing and analysis.

4. Identify Teams Training needs & Analyzing team's performance and periodic one o ones & career progression discussions for continuous improvement and employee development.

5. Share daily/weekly/monthly reports with the team. Review & analyze team data as he/she would be held responsible/accountable for assigned teams and their productivity

6. Deliver desired SLAs and meet/over achieve performance expectations as per defined scorecards

7. Maintain process quality and compliance guidelines, participate in regular call calibration sessions with quality and training teams and ensure the assigned team delivers the desired quality results & provides excellent customer experience to the client/customer.

8. Participate in hiring and provide capacity planning/hiring feedback and forecasting.

Skills / Experience ( Must Have)

1. Should have atleast 3-4 yrs exp on Any Tech Support/Semi Tech Process (Voice Process).

2. Current Designation should be AM-Operations on papers / If Team Leader then should be atleast 2 years exp as a Team Leader on papers.

3. Exp on Troubleshooting on Desktop/Laptop/PC/Mac/Apple related issue of customers over calls.

4. Should have good command on computer, excel(Lookup, Pivot Table formulas), MIS management & PPT).

5. Experience Should possess excellent communication & inter personal skills.

6. Should possess Good Leadership & Management skills

Desired Traits:

- Willingness to work 24/7 - needs to be comfortable with working in shifts

- Good analytical ability.

- Good reading / learning, researching Skills

- High level of mental maturity.

- Should have experience in leading teams in operations.