Team Lead

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