Team leader
ConfidentialPune1 day ago
Job descriptionExperience in Provide technical support to Partners via fault tickets for voice and broadband services. Know how rage fault reports and ensure the ticket is assigned to the correct internal or third-party resolver group for resolution. Experience on Technical service deck and hands on ticketing tools Booking engineer appointments on behalf of the Partner for end user visits. Provide regular updates to Partners on faults until fault resolution. Manage third party resolver groups to ensure they are resolving faults within SLA. Escalate with third-party resolver groups if SLA breaches. Cross domain co-ordination- Liaising and escalating with external suppliers and other TalkTalk departments to ensure minimum disruption and downtime to customers. Ensuring customer satisfaction at all time. Quick decision making and reduce the learning curve on bespoke scenarios. Expected to be skilled with understanding of tests and diagnostics involved in the process to maintain the shorter SLAs involved in assurance. Domain knowledge will be important since the customer comms are sensitive and time impacting. Proactive collaboration with third party resolver groups including escalation management required to ensure speedy resolution and follow-ups to manage SLAs. To motivate, develop and mentor team members in a dynamically changing environment. Track and monitor KPIs as per Project requirement. Assist in scheduling and coordinating team activities. Answer operations related queries from the client and internal stakeholders Drive process performance to achieve and exceed SLA deliverable. To create a conducive and stimulating environment for the teams to accomplish their goals Manage expectations of his team members and proactively should be able to sense their needs. Represent the organization and participate in client visits and reviews. Process management-Accountable of team and process performance Provide inputs on process changes and best practices. Client management Insights of P&L / Revenue of the project / EBIDTA Project Contribution / Process improvement Ability to effectively communicate his / her thoughts in a well-organized manner. Excellent communication and Email writing skills
Skills Required
Client Management, Escalation Management, Team coaching, Technical Support, Sla Management
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Team Leader • Pune