Team lead network domain

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

Responsibilies:

Is responsible for service delivery SLAs KPIs agreed between Wipro and Client. He/She is responsible for managing teams together to ensure all client metrics are achieved. He/She is responsible for Process Level Compliance and process level projects

Detailed duties and responsibilities:
Develop objectives for the teams day-to-day activities
Coach and provide training to the agents to maintain high customer service standards
Monitor and improve ordering Chat/telephone handling and other procedures
Evaluate performance with key metrics
Prepare reports for different departments or upper management
Stake holder management
Develop and execute plan for continuous improvement
Conduct weekly performance reviews.
Overall responsibility for achieving Clients service level expectations and maintaining high quality delivery
Has clear understanding of customer KPIs.
Manages efficient work allocation and tracks the overall performance of team members
Manages daily team attendance
Manages team attrition
Ensures floor policies are followed
Manages administrative tasks
Keeps oneself updated aware of and compliant to all Company policies and procedures which include Information Security Management Systems
Keeps all company information which includes customer information confidential and secured

REQUIRED SKILLS

Requirements
Should understand (Read Write and communicate) in English
Experience in Order and Delivery Management of MPLS SDWAN technical delivery platform
Understand MPLS Networks and platforms and can provide guidance to team technically.
Proven experience as Team leader or similar position
Experience in Managing Order management processes required
Knowledge of performance evaluation and customer service delivery metrics
Solid understanding of reporting
Experience in KPIs and SLA management essential
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient

Behavioral skills
Ability to work & communicate with people across organizational units. Service oriented and customer focused
Ability to prioritize tasks appropriately.
Ability to lead people on multi-functional efforts.
Decision making skills.
Leading by Example and ability to handle stressful situations.
Expected to work closely with the agents in the team for implementation of uniform compliance and delivery practices.
To manage the incoming work volumes for all associated task of the role to ensure performance targets achieved.
Groom new agents on ensuring they come up the curve and achieve BAU competencies as per the agreed timelines with the Manager.

Graduates with Lead experience is a mandate into Telecom domain