Website Alpha Data Recruitment
Job Details
Job Position – Service Desk Team Lead
Company Name – Alpha Data Recruitment
Prefer candidates who are currently in UAE .
Minimum ITIL V4 Foundation Certified
Experience in Customer Service experience
Experience in Operations activities (process enhancements, performance development, leading people, operation enhancements, process challenges identification…etc)
Ability to identify staff, team knowledge gaps, and guide them to solutions.
Lead team onboarding and learning
Support in Manage and investigate employee complaints and concern.
Manage workload and prioritize tasks independently.
Manage scheduling and staffing for Team Members.
Monitor the activities of the operational teams to ensure schedules and standards are met safely.
Obtain and share information, ideas, and problems.
Participate in interviewing and makes recommendations for selection.
Perform complex tasks within an area or department when required.
Participate in testing and implementation of new systems and processes as required.
Plan, assign, direct and follow-up on all work activities in your area.
Prioritize daily workflow to ensure customer requirements are met.
Provide feedback to associates on process related activities and productivity.
Provide highest level of support to all customers both internally and externally.
Provide work direction to Associates within assigned group.
Recommend improvements and changes as needed.
Review all fulfilment reporting to identify gaps and develop a plan to resolve.
Review records, reports, documents to comply with Company operational expectations.
Work with Shift Leads and Managers to identify problems and work to make improvements.
Understand the importance of clear communication adapted in a manner suitable for the audience.
Train Associates in the proper execution of standard operating procedures (SOP’s).
Take appropriate action to address Member Experience issues.
Take initiative in finding and implementing improvements.
Support key performance indicators.
Support the SD Manager in Operations delivery requirements where necessary.
Location : Abu Dhabi
Email : niwedita@alpha.ae
To apply for this job email your details to niwedita@alpha.ae