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Team Lead, Senior Team Lead, Assistant Manager, Senior Analyst.

2.00 to 7.00 Years Bangalore,Chennai, Hyderabad 08 Mar, 2025

Inspiration Manpower Consultancy Private Ltd

Job Location	Bangalore,Chennai, Hyderabad
Education	Not Mentioned
Salary	Rs 6 - 10 Lakh/Yr
Industry	BPO / Call Center
Functional Area	Customer Service (International)
EmploymentType	Full-time

Job Description

The Critical Customer service process and Lifecycle Coordination Team Lead handles a team of both Critical Customer service and Lifecycle Coordinators responsible for owning and resolving critical Customer queries and ensuring that all incidents and service calls are owned and resolved by the correct resolver groups within SLA.Responsibilities:1.1 Service Management.Service Management shall cover the E2E responsibility to manage the Services in scope, interfacing with Communications Service Providers (CSP) and support functions attached to the standard processes.The tasks will include the following activities:(1) Manage and support all voice related services (2) Call Management handled in time;(3) Problem Management assessed and solved;(4) Demand Management;(5) Change Management; and(6) Request Fulfillment;(A) Perform E2E Service Management (including service validation, e.g., savings) and act as the operational interface to Customers CSP.(B) Support of escalation management towards Customer, TEM and CSPs in case of Incidents, e.g., invoice upload, CSP issues(C) Manage the contract transitions and operational implementation of the contractual changes, including TEM related changes:(1) catalog updates;(2) process updates;(3) CSP contract added to repository; and(4) operational changes on the Subscriptions.(D) Deliver the Change Management and ensure a consistent E2E application in accordance with Customers Change Management and Demand Management process implementations. This involves use of standardized methods and processes to drive across all capabilities, including Customers resolver groups and other stakeholders, and the account management teams.(E) Provide full Change Management details and obtain relevant approvals from Customer Service Owner before any change to UAT and production in accordance with the ITIL Change Management standards.(F) Act as the point of contact for Service Level Management among the account and tools teams to ensure that the process requirements and improvements are realized and reported to Customer.Qualifications/Experience/Skills required:- Strong Customer solving handling escalation knowledge with working knowledge of handling voice agents Change and Problem Management processes- Proficient in MS Office applications- Excellent people management skills- Excellent communications skills both written and verbal- Ability to present to senior staff and in client settings- Good technical knowledge of Infrastructure Services- Experience with a similar role on previous work- Able to work effectively in a diverse and multi-cultural environment- Able to work on a shifting schedule Contact Point : Aditya - hidden_mobile / hidden_mobile / hidden_mobile / hidden_mobile

Keyskills :
travel deskcustomer careshrinkagepeople managementteam leaderteam leadsenior analysthandling teamacting team lead

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