1) Develop strong relationships with clients through proactive communications and a solution-driven attitude2) Assist the Account Leader in managing overall performance of multiple teams3) Ensure the delivery of service that meets and exceeds the SLA4) Proactive in gaining full understanding of the client’s business needs and challenges5) Recommend business process improvements to clients and act as escalation point6) Identify current and future training needs for any underperforming members7) Regularly conduct 1on1 and coaching to assigned Team Leaders8) Ensure the availability of resources/manpower as required by the clients when needed9) Provide in-depth analysis of the team’s performance data to clients and direct supervisors10) Active participation in business performance review meetings with clients and internal management team

Ticketing Team Leader for region of North America (USA & Canada) and Region of South Africa1) Conduct 1on1 with Team Members regularly2) Ensure team’s target achieved3) Point of escalation

1) Compute ticket cost, issue and reissue tickets2) Ensure target are met each day, completed accurately and to the satisfaction of the customer3) Respond to customer inquiries with accurate information and in timely manner