Customer Service Team Lead for High-Performance Operations
hace 1 día
**Transforming Technology, Empowering People**
Kyndryl is a market leader that operates with the agility of a start-up and the expertise of a seasoned player.
We design, build, manage, and modernize the mission-critical technology systems that the world relies on every day.
The role of our Service Desk Team Leader is pivotal in ensuring seamless customer service delivery.
**Your Responsibilities**
As a Service Desk Team Leader at Kyndryl, you will supervise, guide, and motivate team members to deliver exceptional customer service.
You will organize workload, delegate tasks, and complete reports for the 1st Line Manager and/or Sponsor, contributing to ensure the account meets all critical SLAs and KPIs effectively while maximizing resources.
You will analyze volume trends, communicate closely with account stakeholders, and inform them of any operational issues or changes.
Attending scheduled meetings with clients is also an essential part of this role.
**Key Performance Areas**
Identifying opportunities for cost savings and sharing these ideas with higher management for review and implementation.
Managing daily operations of the Service Desk, including processes for incident and service request fulfillment.
Encouraging, supporting, and motivating team members to achieve their full potential.
Reviewing team performance, driving continuous improvement and development, and analyzing knowledge gaps to drive proper training, coaching, or feedback.
Documenting team results and providing technical expertise to the Service desk team.
Handling escalated customer calls, complaints, questions, and queries as necessary.
Assigning tasks and distributing workload to ensure efficient resource utilization.
Ensuring employees follow their schedules as designed and documenting general reports on each team member's performance.
Sharing best practices with peers and management teams and coordinating relationships with Kyndryl-contracted vendors and support staff.
Maintaining technical skill continuity and consistency of Service desk staff and ensuring continuous improvement of services provided by the Service desk.
Working closely with Application and Infrastructure Development teams to ensure smooth transitions of new hardware and software into support by the HD team.
Preparation of Service desk staff to support new technology and maintaining skills inventory of Service desk analysts.
Evaluating technical skills of team members and developing and maintaining Training Plans.
Liaising between Service desk and other groups on technical support issues.
**Required Skills and Qualifications**
Customer Service/Communication Skills.
Experience in customer service roles.
Knowledge of performance evaluation plan implementation and development for agent metrics improvement.
Solid understanding of reporting and proficiency in MS Office and call center equipment/software programs.
Outstanding communication and interpersonal skills, excellent organizational and leadership skills, problem-solving ability, and results-oriented approach.
Self-directed and motivated, with the ability to manage change.
Fluent Portuguese language skills are highly desirable.
**Preferred Education**
A High School Diploma/GED is the minimum requirement for this role.
Diversity is a key aspect of our company culture. We welcome people from all cultures, backgrounds, and experiences.
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