Profile For B3

Mandatory Skills:
Customer Focus, Customer Service, Verbal Communication, Problem Solving, Teamwork, People Management, Managing Processes
Job Description:
Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
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Excellent verbal & written communication & presentation skills
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Good interpersonal and people management skills with good problem solving approach
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Expert knowledge of service procedures
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Good analytical skills for MIS, number crunching & reporting to internal and external customers
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Ability to exercise managerial judgment and perform as a mentor
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Demonstrated customer service skills
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Leadership skills
Roles & Responsibilities:
Responsible for managing team of TLs
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Responsible for maintaining various matrices defined by the client
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Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer?s needs
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Motivating team through effective management, career development & implementation of reporting mechanisms
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Liaison with other areas of the company affecting technical support. One on One Relationship Management
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Analysis of reports including process dashboards, team performance reports, initiating appropriate actions plans & initiate trainings
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Manage attendance & attendance incentive for the team. Managing periodic shift level projects / initiatives & responsible for the administrative aspects of the group / shift
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Mentor and assist new hires
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Should have patience and not be overawed by difficult situations
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Handle customer complaints and provide resolution for escalated calls
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Need to have sound customer service skills and soft skills with their prime focus being on customer satisfaction
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Keep oneself and ensures one?s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
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Ensure that all company information which includes customer information are kept confidential and secured