Lead / Manager - Service Desk operations
Location: Gurugram
• Experience: Senior Level
• Openings: 2
Job description
Roles & Responsibilities
Lead and manage a team of customer support associates handling
inbound voice, chat, and email interactions, ensuring achievement of service
delivery and customer experience targets.
Drive team performance by monitoring key metrics such as
productivity, quality, CSAT, SLA adherence, attendance, and resolution
effectiveness, while implementing improvement plans where required.
Coach, mentor, and develop team members through regular feedback
sessions, performance reviews, and capability-building initiatives to enhance
individual and team performance.
Handle customer and operational escalations, collaborate with
cross-functional stakeholders, and ensure timely resolution of complex issues
while maintaining high service standards.
Analyze operational trends and performance data to identify
opportunities for process improvements, operational efficiency, and continuous
enhancement of customer support delivery.
Must-Have Skills
Experience managing frontline support teams in a BPO/contact
center environment
Strong people management and coaching capabilities
Expertise in inbound voice, chat, and email support operations
Performance management (Productivity, Quality, CSAT, Adherence)
Escalation handling and issue resolution
Workforce and queue management understanding
Operational reporting and data analysis