Team Lead

Movate; Chennai District; On-site; INR 420,000 - 540,000; Full time

Job summary

Movate in Chennai is seeking a Senior SME for technical support leadership. You will drive team performance on KPIs, handle complex escalations, and coach staff for career growth within a fast-paced contact center environment.

The role emphasizes effective communication, hands-on network/ modem knowledge, and the ability to multitask across several applications in a Windows environment. You will ensure policy compliance and improve processes while maintaining high service quality.

Qualifications

• Clear and effective communication abilities.
• Hands-on knowledge of basic network and modem functionality.
• Ability to multi-task in Windows environment and use multiple programs.

Responsibilities

• Drive and manage team performance on KPIs.
• Handle escalations that technicians cannot solve.
• Facilitate career development and growth for employees.
• Contribute to organizational initiatives by developing specialized knowledge.
• Ensure smooth communication channels for employee relations.
• Monitor CSR calls and provide feedback/coaching.
• Ensure team adheres to processes and procedures.
• Control attrition and absenteeism.

Skills

Strong communication

Network troubleshooting

Multi-tasking

Technical support

Problem solving

Attention to detail

Tools

Windows OS

Databases

Phone hardware

Job description

• Drive and Manage performance of team on KPI’s


• Handling escalation that and agent/SME is unable to solve on product/process related queries


• Facilitate career development and growth for employees by following effective people management practices


• Responsible for contributing to organizational initiatives by developing specialized knowledge


• Ensure smooth, effective and continuous communication channel open for better employee relations


• Excellent analytical skills and people management skills


• Ability to think out of the box and extract performance for the team


• Should process excellent written and verbal communication skills


• Ensure compliance with all processes and procedures in organization


• Monitors the CSR calls and gives feedback /coaching


• Responsible for team’s adherence to process and procedures.


• Needs to control attrition and absenteeism in the team

Skills:

• Strong communication and comprehension skills: speaking clearly, strong vocabulary skills, pleasant delivery, pleasant tone & temperament.


• Good and hands-on knowledge on basic network and modem functionality issues, including landline troubleshooting, phone hardware and software configurations


• Ability to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting.


• Preferred: Minimum 3 Years of Experience as SME, in technical support, Not in help desk, and/or contact centers.


• Proficient in working with several computer applications and databases, managing through multiple systems programs and screens simultaneously.


• Communication & Self Awareness


• Celebration & Have Fun

Interview Time: Between 11:00 AM and 6:00 PM

Venue:

HR to meet: VIGNESHWARA RAO - SPECIALIST

For more Information - Contact 7338802227