URGENT | Team Lead IT Service Desk | BGC On-Site - Manila
Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Team Lead, Trust and Safety!
In this role, you will be responsible for liaising between the Operations Leader and the team of associates, to ensure the client’s services are delivered promptly and accurately in accordance with the Service Level Agreement’s.
You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing coaching and development to associates, facilitating team meetings, and meeting defined quality, customer experience and efficiency requirements.
Responsibilities- The Team Lead’s responsibilities include but are not limited to the following:
- Driving Continuous Improvement Initiatives
- Develop and implement measurement systems and provide insightful analytics around the metrics.
- Deep technical expertise and data orientation in controllership, Management Information System and Service delivery
- Communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, raise issues & build relationship, understand customer issues proactively, fix to get the delight factor
- Set goals for the team and communicate goals on a regular basis
- Coach & mentor people – Motivating team with excellent people touch
- Should be responsible for customer service and collection deliverables. • Motivating the team to achieve organizational goals.
- Should be operation expert and able to handle 15-20 resources
- Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team/collector performance
Minimum Qualifications / Skills
- With service desk/technical support background
- Any graduate
- Post Graduate degree or equivalent with an excellent academic record
- Relevant experience in a BPO/KPO
- Should have handled a team of 12-15 people
- Customer Management exposure and good presentation skills is a mustResponsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants
- Managing the day-to-day activities of the team.
- Should be flexible in shift timings
- Strong organizational skills to give the team direction
- Motivating the team to achieve organizational goals.
- Should be operation expert and able to handle 15-20 resources
- Excellent analytical and problem-solving skills
- The ideal candidate will have a consistent track record for success and is known for their leadership, quality work and expertise within the supply chain arena. They need to have passion for inspiring change and innovation, invigorating a team, and building bridges to improve the value that is being delivered to clients
- Comfortable presenting to group and providing coaching/feedback
- Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel)
Must Have Qualifications:
- IT Service Desk
- Programming and Coding experience (Tool awareness: Python), ticketing experience (Internal tool
- Service Now, Helpdesk), Quality check
- Debugging
- Tech Support background with at least 1 year as a Team Lead
Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.