It Service Desk Team Lead
Current• Conduct call center real time call queue management, workforce management to cover multiple time zones in Asia countries. • Be accountable on operation SLA and key performance indicator, such as customer satisfaction rate, first call resolution, average handling time, ticket assignment accuracy rate and major incident response time, customer escalation, and call abandoned ration. Established a high-quality support environment and to obtain maximum customer satisfaction. • Perform call center people management and team performance monitoring by regular, one on one coaching session and staff meetings to continuously improve team performance and maintain team stability and development.• Maintain mutual trust relationship with external client and internal team. Be SPOC for any customer escalation till the concerns be fulfilled or clarified.• Analyze and identify performance gaps and drive improvement initiatives. Optimize service process, improve work efficiency and quality, reduce service cost.• Set up and maintain smooth & effective communication channel with related support functions for business needs.
