Job Description

In these roles, you will be responsible for:

• Managing Service Desk/Contact Center: Overseeing accounts processes and operations to ensure productivity and quality
• Improving: Analyzing and improving operational processes, identifying areas for enhancement, and implementing strategies to increase productivity and efficiency
• Controlling: Managing activities that are part of the production of goods and services
• Ensuring compliance: Securing compliance and safety
• Responsible for recruiting, training, mentoring, communicating job expectations, assigning tasks, planning, monitoring, appraising, reviewing contributions of team members and administering scheduling systems
• Provide Management Information System (MIS) and operational statistics to the management, and share team members performance reports with them regularly
• Prepare team members performance reports by collecting, analysing, summarizing data and trends
• Planning and implementing strategies and operations, improving systems and processes
• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis of the team
• Responsible for developing, analysing, evaluating, delivering and interpreting projects key metrics. This includes presenting the metrics in an understandable and useable format for sharing with leadership

• Planning: Formulating strategies, planning, and strategizing to achieve business objectives
• Managing resources: Procuring material and resources, managing quality standards, and managing funds.
• Managing staff: Overseeing the recruiting and hiring process, training new and existing employees, and addressing employee performance and corrective action plans
• Reporting: Provide Management Information System (MIS) and operational statistics to the management and client. Responsible for developing, analysing, evaluating, delivering and interpreting projects key metrics. This includes presenting the metrics in an understandable and useable format for sharing with leadership and client.
• Client Management: Maintaining a good client relationship, address grievances and ensuring personalized customer experience. Building trust and implementing a customer feedback loop. Maintaining a customer communication calendar

• Overall 8-10 years of experience with customer focus and customer service skills
• Over 8 years of experience in managing delivery for service desk (including voice/chat/email), including 3-4 years of leading a team for SAP support (handling one or multiple modules / processes in SAP S4HANA and should have knowledge of FICO, SD, MM, PP, QM, PM)
• Strong communication and presentation skills.
• Ability to multi-task and work in heterogeneous environment
• Expertise on Microsoft applications like MS Visio, Excel, PowerPoint etc.
• Understand L1/L1.5 Support issues and resolutions based on SOPs/End User documents available or based on the problem reported via Phone/ email / ticket.
• Excellent communication (written, verbal), listening, problem solving and people management skills
• Good understanding of Microsoft Office tools
• Analytical skills with experience in creating reports using data extracted from systems and tools
• Ability to analyse and understand data related to project performance, SLAs, productivity, rostering, quality etc. and prioritize and repivot as necessary
• Ability to manage key metrics for driving productivity and quality
• Experience in handling a team as a subject matter expert (SME) or process expert will be an added advantage
• Flexible to work in 24 x 7 environment

NTT Data