*Job Description – Team Leader (Help desk)* *Location: Austin TX*
*Duration: 6+ Months * *Rate: DOE* *Educational Qualifications:* Any Graduate *Work Experience:* 3-4 years experience in managing a team preferably in Helpdesk/ Back office transaction processing background *Technical Skills: * · Proficiency in excel & other analytical tools · Functional Knowledge (user level) of SAP SD Module · Domain knowledge of Order Management · Should be well versed with Supply chain concepts like Warehouse, Inventory, Logistics etc · Good to have skills ü Supply chain management, ü Inventory Management ü installed base ü Transition Experience ü Knowledge of SIX Sigma or other quality methodology *Competency* · Ability to motivate people · Good spoken and written communication skills · Responsible Attitude · Good 'people skills' for building relationships with colleagues at all levels · Ability to think beyond and come-up with process improvements and value creation · Identify opportunities for value ads and Identify, initiate and execute them · Be customer oriented · Ability to Plan and Priorities work · Decision-making ability · Ownership and problem resolution · Device personal development plan for the team members *Other Essential Skills * · Hands on experience in maintaining Operations documents like Key Performance Indicators (KPIs), Actual Performance Report (APR), Delivery Plan (DP) · Ability to analyze performance reports and formulate actionable based on same · Able to do resource and staffing Planning by looking at the historical volume trends and come up with new process improvements · Prepare & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization · Motivate team by implementing and following up on employee involvement schemes like suggestion schemes, internal events, compliance to 1-1 sessions, counseling & mentoring and cascading corporate communication to team · Device personal development plan for the team members · Identify opportunities for value ads and Identify, initiate and execute them · Interact with HR to ensure necessary staffing anticipating attrition and ensuring continuity · Good communication skills – Written & Verbal · Good analytical skills and Presence of Mind *Beyond above mentioned strengths, TL would be required to handle/have following activities to be handled on a daily/monthly basis: * *Responsibilities* · Complete knowledge of the process procedures & regular updating of the OM process · Providing floor support · Handling escalations received from the client · Sharing the weekly metrics with the team · Provide coaching and feedback on associate’s performance · Performing a Training Needs Identification (TNI) for the team and facilitate trainings accordingly. · Capturing of escalations & reviewing with the agents · Conducting refresh sessions on process procedures & new services added · Updating attendance – Daily · Tracking & managing leaves for associates · Coordinate with support functions to address the issues raised by associates · Staffing analysis & preparation of shift schedule · Conducting One-To-One session with all associates, tracking issues & concerns raised – forwarding the details to respective department · Coordinate with voice coach & identifying the training needs for associates · Nominating associates for various training programs · Identifying the career aspirations & grooming associates for the next level *Metrics Management * · Preparation of reports as mentioned below ü Process dashboards - Weekly ü APR sheet - Weekly ü Individual metric presentation for internal review - Weekly ü Transaction status Reports - Daily · Continuous monitoring of process & mailbox Thanks and Regards, * * *Geetha* SAP *ViX Inc.,* 758 Covina Way | Fremont, CA 94539 USA Email: [email protected] | Tel: 408 409 7772 www.sapvix.com [image: cid:[email protected]] *_________________________________________________________* *Note:* This email is not intended to be a solicitation. It is targeted to recruiting and consulting professionals. If you have received this in error, please accept our apologies and to be removed from our mailing list reply with *"UNSUBSCRIBE"* in the subject heading and your email address in the body. -- Introduce business in 3800 cities. How? ===================================================== Thanks for using group. Moderator 1) This group is managed by www.BRCIndex.blogspot.com 2) Post your message with your linkedin Profile (Visit linkedin.com) to confirm your identity and refer business. 3) Visit www.BRCIndex.blogspot.com (3800 Business Referral Club) 4) Reply to two message before posting new one. 5) Donot post same message in all 3800 business Referral Club. You received this message because you are subscribed to the Google Groups "Outsource" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/Outsource
