[Outsource:60713] Need Team Leader (Help desk)

Job Description – Team Leader (Help desk)

Location: Austin TX

Duration: 6+ Months

Rate: DOE

 

Educational Qualifications: Any Graduate

 

Work Experience: 3-4 years experience in managing a team preferably in Helpdesk/ Back office transaction processing  background

 

Technical Skills:

·         Proficiency in excel & other analytical tools

·         Functional Knowledge (user level) of SAP SD Module

·         Domain knowledge of Order Management

·         Should be well versed with Supply chain concepts like Warehouse, Inventory, Logistics etc

·         Good to have skills

ü  Supply chain management,

ü  Inventory Management

ü  installed base

ü  Transition Experience

ü  Knowledge of SIX Sigma or other quality methodology

 

Competency

·         Ability to motivate people

·         Good spoken and written communication skills

·         Responsible Attitude

·         Good 'people skills' for building relationships with colleagues at all levels

·         Ability to think beyond and come-up with process improvements and value creation

·         Identify opportunities for value ads and Identify, initiate and execute them

·         Be customer oriented

·         Ability to Plan and Priorities work

·         Decision-making ability

·         Ownership and problem resolution

·         Device personal development plan for the team members

 

Other Essential Skills

·         Hands on experience in maintaining Operations documents like Key Performance Indicators (KPIs), Actual Performance Report (APR), Delivery Plan (DP)

·         Ability to analyze performance reports and formulate actionable based on same

·         Able to do resource and staffing Planning by looking at the historical volume trends and come up with new process improvements

·         Prepare & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization

·         Motivate team by implementing and following up on employee involvement schemes like suggestion schemes, internal events, compliance to 1-1 sessions, counseling & mentoring and cascading corporate communication to team

·         Device personal development plan for the team members

·         Identify opportunities for value ads and Identify, initiate and execute them

·         Interact with HR to ensure necessary staffing anticipating attrition and ensuring continuity

·         Good communication skills – Written & Verbal

·         Good analytical skills and Presence of Mind

 

Beyond above mentioned strengths, TL would be required to handle/have following activities to be handled on a daily/monthly basis: 

 

Responsibilities

·         Complete knowledge of the process procedures & regular updating of the OM process

·         Providing floor support

·         Handling escalations received from the client

·         Sharing the weekly metrics with the team

·         Provide coaching and feedback on associate's performance

·         Performing a Training Needs Identification (TNI) for the team and facilitate trainings accordingly.

·         Capturing of escalations & reviewing with the agents

·         Conducting refresh sessions on process procedures & new services added

·         Updating attendance – Daily

·         Tracking & managing leaves for associates

·         Coordinate with support functions to address the issues raised by associates

·         Staffing analysis & preparation of shift schedule

·         Conducting One-To-One session with all associates, tracking issues & concerns raised – forwarding the details to respective department

·         Coordinate with voice coach & identifying the training needs for associates

·         Nominating associates for various training programs

·         Identifying the career aspirations & grooming associates for the next level

 

Metrics Management

·         Preparation of reports as mentioned below

ü  Process dashboards - Weekly

ü  APR sheet - Weekly

ü  Individual metric presentation for internal review - Weekly

ü  Transaction status Reports - Daily

·         Continuous monitoring of process & mailbox

 

 

 

Thanks and Regards,

 

Geetha

 

SAP ViX Inc.,

758 Covina Way | Fremont, CA 94539 USA

Email: geetha@sapvix.com | Tel:  408 409 7772

www.sapvix.com

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