Role and Key Responsibilities:

• Co-ordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members. 
• Motivating, mentoring, and developing a team of 15-20 Technical Support Representatives to deliver a first class service. 
• Set clear objectives, evaluate progress against objectives, and instill a performance-oriented culture with a focus on values. 
• Conduct monthly and quarterly one-on-one with individual team members. 
• Contribute to the ongoing development of the Managed Support function by sharing knowledge, experience, and expertise with other team leaders.
• Support the Operations Manager to highlight operational risks and areas for improvement. 
• To recognize opportunities for improvements to procedures by proactively offering ideas and solutions. Constant coaching, monitoring and training to enhance the skill set, product knowledge and customer service capabilities of technical support representatives. 
• Deliver the allocated part of operation within agreed budgets, service levels and business targets. 
• Work with the WFM team to ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified. 
• Assist the team where required by actively working on customer issues, handling calls, managing tickets and escalations, etc. 
• Ensuring adherence to business policies.

Key Skills and knowledge:

Must have:

• Minimum 4 years’ working experience as a Technical Support Representative or minimum of 2 years as a Team Leader in a call center environment.
• Ability to troubleshoot and resolve basic technical issues (Basic PC Hardware knowledge) 
• Ability to manage conflict management queries and support the team. 
• Ability to coach, train, and motivate employees and evaluate their performance and avoid Attritions. 
• Ability to find information on every kind of product & Procedures and convey it to the customer in an accurate manner. 
• Should be aware of at least one feedback tool. 
• Ability to Execute forecasts and balancing volume to fulfill Contractual, Service Level, Operational, and financial objectives. 
• Ability to deal with demanding customers and escalations. 
• Experience in people management.  
• Excellent verbal and written communication skills. 
• Working knowledge of MS Office and business analytics tools

Should have:

• Understanding of Business KPI's 
• Coaching and Feedback Skills 
• Knowledge of Product & Procedures 
• Understanding of Operational Tool and Quality Monitoring 
• Ability to systematically guide Associates. 
• Ability to make decisions, delegate tasks, and provide direction to team members. 
• Ability to convey technical information in a clear and understandable manner to both technical and nontechnical audiences.

Educational qualification: Graduate