Manager
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Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title : Manager
Experience : 7-10 Years
Location : Mumbai
Roles & Responsibilities
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Oversee day-to-day functioning of helpdesks ensuring smooth operations and system availability.
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Monitor queries quality parameters resolution times and ensure adequate staffing and training.
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Compile queries generate reports prepare MIS and coordinate with internal teams and vendors.
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Ensure timely adherence to SLAs KPIs and process timelines for call and email queries.
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Escalate pending queries follow up for closure and identify areas for FAQs and process improvement.
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Assist in helpdesk performance improvement through monitoring quality assurance and reduction of recurring queries.
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Facilitate audits inspections and implement best practices related to service quality.
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Ensure seamless support to all stakeholders and drive improvements in customer feedback.
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Support departmental initiatives and take on additional responsibilities as needed.
Requisites
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Bachelors or Masters degree (BBA BCA BTech/BE MBA).
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Experience in helpdesk operations/management in financial services or related sectors.
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Working knowledge of helpdesk tools/interfaces such as Cisco ServiceNow and voice/email processes.
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Proficiency in Microsoft Office Suite (Word Excel PowerPoint Outlook).
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Skills in helpdesk operations customer support team coordination and reporting.
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Ability to monitor performance enforce SLAs and implement process improvements.
Required Skills:
Helpdesk OperationsHelpdesk ManagementCustomer SupportCiscoServiceNowHelpdesk ToolsEnforce SLAs
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
