| Job Location | Karachi, Pakistan |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Other Business Support Services |
| Functional Area | Not Mentioned |
Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPIs and planning activitiesTo ensure delivery within primary area of Request Fulfilment / Incident resolution within contractual SLAsAct as a point of hierarchical escalationRegularly review teams ticket and call quality audits to ensure standards of quality are met routinelyConducts coaching sessions with each team member to discuss contact quality reviews and individual performance scorecardPrepares and conducts monthly and yearly performance reviews on each team member using the individual performance scorecardUpdate Service Manager regarding any issues of operational significance ƒ?› Analyzes regular performance reports and take actions to ensure desired behaviors from team membersHandles escalations from dissatisfied customers and proactively reports such instances to the Service Desk ManagerConducts team huddles and events to ensure high levels of team motivation as well as to communicate key updates ƒ?› Develops training and performance improvement plans for team membersProposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools LeadExperience of managing remote/dispersed team of technical engineers
Keyskills :
© 2023 HireeJobsGulf All Rights Reserved
