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Team Lead

hace 3 meses

Guadalajara, Jalisco, México Wipro Limited A tiempo completo

Overview:
**_
Role Purpose_**- The purpose of this role is to serve as a support, escalationpoint for the agents in solving issues presented to the Account ServiceDesk_

**_
Do_**- **To support the service desk agents in prompt delivery &customer service**- _ Advise and collaborate with the agents on current issues andworks toward the resolution of tickets_
- _ Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up_
- _ Coordinate with other IT teams as appropriate for closure of anyescalated ticket_
- _ Act as a liaison between Service Desk and other teams to ensureeffective communication between teams_
- **To provide liaison and governance at both internal &client levels**- _ Undertake a weekly review of the First Line Service Desk callqueues to ensure no unauthorized changes & mitigation of escalations_
- _ Measure and report on service delivery performance metricsincluding customer satisfaction surveys and the incident tickets_
- _ Lead in the development of good customer service practicesacross the service desk_
- _ Produce statistics and management reports of the service desk toclient & management_
- _ Communicate all process related changes and technical updates tothe team within specific timelines to ensure adherence to service deskguidelines_
- **Capacity planning and capability development**- _Conduct capacity planning exercise to provide number of agents,skill levels to meet the Account Service Desk process fulfilment_
- _ Conduct shift planning to meet the service requirements of theclient as per SLAs agreed_
- _ Perform briefings to Service Desk agents on changes ordeployments that may affect volumes at the Service Desk _
- _Assist SD agents by providing first line support when workloadsare high, or where additional experience is required_
- _ Develop team skills and capability in managing processes toreach the desired productivity and efficiency by conducting processtraining/ refresher courses, providing performance feedback and managingbottom quartile team performers._
-
Team Management
- _ Resourcing_
- _ Forecast talent requirements as per the current and futurebusiness needs_
- _ Hire adequate and right resources for the team _
- _Train direct reportees to make right recruitment and selectiondecisions _
- _Talent Management_
- _ Ensure 100% compliance to Wipro's standards of adequateonboarding and training for team members to enhance capability &effectiveness_
- _ Build an internal talent pool of HiPos and ensure their careerprogression within the organization_
- _ Promote diversity in leadership positions_
- _ Performance Management_
- _ Set goals for direct reportees, conduct timely performancereviews and appraisals, and give constructive feedback to directreports._
- _ In case of performance issues, take necessary action with zerotolerance for 'will' based performance issues_
- _ Ensure that organizational programs like Performance Nxtarewellunderstood and that the team is taking the opportunities presented bysuch programs to their and their levels below_
- _ Employee Satisfaction and Engagement_
- _ Lead and drive engagement initiatives for the team_
- _ Track team satisfaction scores and identify initiatives to buildengagement within the team_
- _ Proactively challenge the team with larger and enrichingprojects/ initiatives for the organization or team _
- _Exercise employee recognition and appreciation_

**_
- **
_Stakeholder Interaction_
**_
Stakeholder Type_****_
Stakeholder Identification_****_
Purpose of Interaction_****_
Internal_**- Location Head - Service Desk_

  • Regular reporting & updates_
  • V&A Trainers_
  • For regular coordination on the V&A skills of the SD team_
  • Operations/ Business teams_
  • Review of SD delivery performance, issue alerts and mitigation,capacity planning etc._
**_
External_**- Clients_

  • Service Desk Delivery as per process, performance data andmetrices, process training etc._
**_
Display_**- Lists the competencies required to perform this role effectively:_
-
_ Functional Competencies/ Skill_
- _ Domain knowledge
  • Knowledge of customer processes,performance metrices etc
-_
_Expert_:

- _ Functional knowledge
  • Knowledge of Service deliveryprocesses and management, key performance parameters for ServiceDelivery performance etc. _
    _Expert_
**_
Competency Levels_****_
Foundation_**- Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with mínimal support and guidance._

**_
Competent_**- Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well._

**_
Expert_**- Applies the competency in all situations and is serves as a guideto others as well._

**_
Master_**- Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognised within the entire organ