Role Purpose
The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk
Do
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- Train direct reportees to make right recruitment and selection decisions
- Promote diversity in leadership positions
- Ensure that organizational programs like Performance Nxtarewell understood and that the team is taking the opportunities presented by such programs to their and their levels below
- Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Location Head - Service Desk
Regular reporting & updates
V&A Trainers
For regular coordination on the V&A skills of the SD team
Operations/ Business teams
Review of SD delivery performance, issue alerts and mitigation, capacity planning etc.
External
Clients
Service Desk Delivery as per process, performance data and metrices, process training etc.
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Domain knowledge - Knowledge of customer processes, performance metrices etc. -Expert
- Functional knowledge - Knowledge of Service delivery processes and management, key performance parameters for Service Delivery performance etc. -Expert
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.
- Behavioral Competencies
- Formulation & Prioritization
- Managing Complexity
- Client centricity
- Execution Excellence
- Passion for Results
- Team Management
- Stakeholder Management
Deliver
No.
Performance Parameter
Measure
1.
Adherence to SoW
Adherence to TAT, SLA as per SoW
Minimal Escalation
2.
Resolution Log Management
Ensuring timely & error free updation, record management
Timely closure of queries
Customer experience/ CSAT
3.
Capability Building & Team Management
% trained on new age skills, Team attrition %, Employee satisfaction score (ESAT)
TIS Service Desk