Technical Team Leader

You and your team will be working onsite with and alongside internal teams for a leading online multinational company to respond to client leads and assist in the implementation of our client's web based products!


Key Skills and Experience:

- Approximately 3 Years of customer support and troubleshooting preferably in an Ecommerce domain/Payment gateway and web Technologies environment with 1 - 2 years as a Team Leader
- 3+ years of Overall BPS experience
- Technical experience in HTML, JavaScript, Web technologies
- Excellent process/floor skills @ ticket level
- Strong follow up skills (Callbacks/appointments, open tickets, tickets @ various states towards closure)
- Excellent written and verbal communications skills
- Handling Escalations from Clients/Sales


Key Responsibilities:

- Day to Day operations, service level and Floor Operations management
- Should prioritise and manage queue and ensure follow ups on time (appointments/call backs)
- Organise team work calendar and work towards keeping the team motivation at a higher level.
- Assign routine tasks to the team
- Prepare consolidated weekly / monthly reports, agent performance reports.
- Analyse training needs and coordinate to bridge knowledge gaps