Service Desk - Team Leader

·         Lead day-to-day service desk operations for assigned shifts or service pods, ensuring adequate coverage, queue control, SLA protection and consistent user experience.

·         Conduct shift briefings, allocate work, monitor intraday demand and coordinate with Workforce Management to address staffing, language and channel imbalances

·         Provide real-time guidance to agents, take ownership of operational escalations and ensure complex or high-impact cases are progressed through the correct resolver path

·         Review backlog, aging, repeat contacts, reopen rates, reassignment patterns, FCR/FLR, AHT, MTTR, adherence, quality, CSAT and XLA indicators and initiate corrective actions.

·         Coach team members through side-by-side support, ticket reviews, call l istening, targeted refreshers and documented improvement plans. 

RoleService Delivery Manager

Qualifications

BACHELOR OF TECHNOLOGY