Job Description

International Helpdesk LeadWhat this job involves:

• Lead the International Helpdesk across EMEA, APAC & LATAM with the primary objective of driving the client vision, shaping and delivering services as per client requirements.
• Strategize delivery, people management, performance management, and talent agendas, enabling excellence in help desk services, upholding a consumer-centric focus and mind-set of surpassing departmental expectations and nurture continuous improvement.
• Drive excellence and deliver the desired quality of services expected from help desk teams, guiding them in a unified direction and taking accountability for the groups actions.
• Ability to integrate help desk functions of various geographies, thereby implementing best practices with an aim to deliver consistent customer service.
• Foresee opportunities that brings in cost and process efficiency and translate it into plan with clear deliverables along with timelines.
• Bring in synergy between Helpdesk operations, Quality assurance and Transition leads to ensure seamless take over during transitions.
• Ability to assess and mitigate risks in the overall functioning of Help desk.
• Envisage and support the development of dashboards and analytics pertaining to helpdesk which assist leadership in undertaking strategic decisions.
• Plan and optimize resources based on volume, average handling time for all regions
• Oversee the Transition plan, suggest changes, if required and ensure adherence to timelines.
• Assist quality team with a robust plan for monitoring and recording quality and advise ways to close the gaps.
• Actively participate with Learning and Development team to develop Training program for Helpdesk teams.

Key Responsibilities include:

• Provide leadership and direction to the Helpdesk and Support Teams to understand and deliver the client vision, goals and objectives.
• Oversee all aspects of the 24/7 international helpdesk
• Conducting financial analysis for the department, managing budget and voicing any additional financial support to the client for the purpose of facilitating improvement keeping focus on frugality.
• To analyse and review various data points and facilitate operational teams to use the analytics for possible improvements.
• Strong skills in data management, analysis, and processing, with the ability to translate raw data and information into actionable solutions and strategies.
• Ensure prioritization of resources, deliver measurable and significant value to the customers.
• Play key role in hiring, skill assessment, performance management and retention of talent.
• Identify and recommend updates on technology and industry practices and standards which may be emulated to drive excellence.
• Support a positive team environment, mentor the team ensuring constant sharpening of their skills and a can-do attitude.
• Deliver Helpdesk Performance Report to the Leadership as per the established intervals - weekly, monthly and quarterly.

Sound like you? To apply you need to haveBASIC QUALIFICATIONS / EXPERIENCE

• 5+ Years experience in similar lead role
• Strong analytical skills
• Competency in Microsoft applications including Word, Excel, and Outlook.
• Exceptional verbal, written, and presentation skills.
• Excellent interpersonal and communication skills.

PREFERRED QUALIFICATIONS / EXPERIENCE

• Keen understanding of financial metrics including cost management
• Manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills, and demonstrate calmness and composure under stress and uncertainty.
• Proven and successful experience driving positive change and influencing enhanced performance.
• Deep understanding of the importance of aligning departmental targets with the business KPIs.

What We Can Do For YouAt JLL, our purpose is to shape the future of real estate for a better world.
We make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.
Apply today!Location:On-site -Hyderabad, TSIf this job description resonates with you, we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLLs recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our .For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy .Jones Lang LaSalle (JLL) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our page
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