Job Description
Qualification : Graduate in any stream / MBA
Experience : 6 to 18 years
Computer Skills : Computer Proficiency, MS Office - Excel, Powerpoint, etc.
Behavioural competencies : Good communication skills, good subject knowledge, positive attitude, proactive, team handling
Areas of exposure/work background : Managing operations, Team Handling, bringing process improvements, taking initiatives for system improvements
Job profile :
Primary :
Managing of Employee Helpdesk (both ticket system and IVR system), ensure continual improvement in the support
Responsible for development of Helpdesk Associates and ensure that they are cross-trained across all functions/queues.
Monitoring Team productivity & SLA
Ensure the resolutions of queries/complaints/requests with appropriate response.
Maintain the quality of responses to the calls/SRs. Interception for ongoing call for quality monitoring
Co-ordination with respective Process Leads to ensure right information and content is being delivered by Helpdesk Associates.
Working with IT and process Teams to keep tools such as ChatBots, Portals, etc.updated.
Assisting/facilitating training of team members on areas such as soft skills process training
Suggest process improvements and drive automation/digitalization
Monthly MIS preparation and presentations in Monthly review meetings
Experience : 6 to 18 years
Computer Skills : Computer Proficiency, MS Office - Excel, Powerpoint, etc.
Behavioural competencies : Good communication skills, good subject knowledge, positive attitude, proactive, team handling
Areas of exposure/work background : Managing operations, Team Handling, bringing process improvements, taking initiatives for system improvements
Job profile :
Primary :
Managing of Employee Helpdesk (both ticket system and IVR system), ensure continual improvement in the support
Responsible for development of Helpdesk Associates and ensure that they are cross-trained across all functions/queues.
Monitoring Team productivity & SLA
Ensure the resolutions of queries/complaints/requests with appropriate response.
Maintain the quality of responses to the calls/SRs. Interception for ongoing call for quality monitoring
Co-ordination with respective Process Leads to ensure right information and content is being delivered by Helpdesk Associates.
Working with IT and process Teams to keep tools such as ChatBots, Portals, etc.updated.
Assisting/facilitating training of team members on areas such as soft skills process training
Suggest process improvements and drive automation/digitalization
Monthly MIS preparation and presentations in Monthly review meetings
💡 Quick Summary
Seeking a career-building opportunity? The Helpdesk | Teamlead Executive position is now open for candidates interested in the MIS Executive sector. This role in Maharashtra offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.