GENERAL SUMMARY

The GTCS Team Lead will fulfill, lead, and support day-to-day activities in their local GTCS team. In addition, this role provides direction, ensures process and metric compliance, and ensures quality of work for all team members. The Team Lead will compile and submit reports as required, manage internal MIS support, participate in weekly meetings, and perform other duties necessary to fulfill GTCS objectives.

RESPONSIBILITIES:

• Supervises staff by providing work direction, clarifying expectations, providing training/development, and conducting performance reviews to maintain a productive work environment with high level of employee satisfaction.

• Monitor schedule adherence, prepare team roster, manage the daily attendance, and leave plans of team members.

• Track the incidents to conclusion in line with open ticket SLAs and quality standards. Measure monitor and work to drive down incident levels.

• Manage critical customers incidents, associated to customer communication activities and any appropriate escalations; Provide information about incidents analysis and KPIs.

• Review performance reports, service improvements, service quality, processes, and Knowledge. Provide regular reports to management to aid meaningful business decisions.

• Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities.

• Liaise with other departments as necessary for sharing or gathering of information.

• Perform other duties as assigned.

EDUCATION AND SKILLS:

• Candidate should at least possess a Diploma (Advanced / Higher or Graduate) bachelor’s degree in any discipline.

• Must have worked in a Global Team and able to interact on a Global scale.

• Excellent customer service skills with focus and ability to communicate in English (written and verbal) in a clear, concise, and patient manner.

• Good conflict resolution, problem solving and interpersonal skills.

• Should have sound knowledge of Avaya CMS and Other service center technologies, basic Quality tools and analysis aids.

• Should have sound knowledge of service center Operations including resource optimization and work force management.

• Knowledge of reporting and analyzing KPI Performance and sharing with manager.

• Ability to initiate, own and drive to completion projects aimed at increasing the efficiency and/or effectiveness of the organization.

• Ability to work in a dynamic environment and adapt quickly to change.

• Able to work in a flexible work-shift roster with variable hours.

• Ability to work as part of a team to accomplish common goals.