Team Lead - Technical Support Job in T2s Software Solutions Pvt. Ltd

• Managing a team of 20 to 25 FTE's
  

• Client/Customer/People Management
  

• Drive Performance in the team to meet targets
  

• Manage the daily team activities and ensure the daily operations run smoothly.
  

• Drive Team adherence and manage monthly scheduling.
  

• Handling Escalations
  

• Manage key business metrics like SLA's and CSAT
  

• Run reports & conduct a thorough analysis of SLA misses.
  

• Drive Continuous Improvement in the team along with metrics improvement
  

• Generate dashboard and scorecards for the Team for review.
  

• Performance management and appraisals for the entire Team.
  

• Weekly Reviews to the Management on key deliverables.
  

• One-One with the team and scheduled Monthly Team meetings.
  

• Feedback and Coaching
  

• Knowledge management for the team and quality control
  

• Apply performance management strategies - action plans, BQ planning
  

• Responsible for people/employee career development.
  

Requirements

• Excellent verbal and written communication skills.
  

• Should be willing to work in shifts along with the team in customer business time.
  

• Overall should be a good team player with willingness to learn and drive to achieve.
  

• Good Excel skills and Reporting knowledge
  

• Should be able to drive Continuous Improvement in process.
  

• Awareness on SLA/SLO Metrics.
  

Experience

• Minimum of 2 years of experience as TL/SME preferred.
  

Benefits

We offer a great work environment and friendly team culture. Competitive Pay and Benefits.

These vacancies are urgent. Immediate Interviews. !